RSSRecent stories in "Solutions"

post thumbnail

The Digital Workplace

No one can deny the remarkable impact that mobile technology has had on consumer behavior. Texting has displaced phone calls and email as the preferred communication channel among millennials, and social media has emerged as their top choice for obtaining information and content. Our employees are also consumers of the latest cool tools and applications. […]

post thumbnail

Reduce Early Turnover With The Latest Tools

Many centers struggle to find the right frontline staff, and then suffer further when hirees don’t show up for training, quit during training or quickly determine that this job isn’t for them. The company invests significant time and money in the process with nothing but an FTE gap to show for it. Technology tools from […]

post thumbnail

I, CHATBOT

You literary types are probably thinking I got the inspiration for this month’s column from Isaac Asimov’s 1950 book I, Robot, which is a collection of short stories tied together with the theme of interactions between humans and robots. If that’s what you’re thinking, you’re wrong. The inspiration for this column actually came from a […]

post thumbnail

It’s Time To Optimize Those Ugly Agent Desktops!

“You have to define the functionality you seek as well as the integration requirements to look for the right solution type and associated vendors.” Every contact center looks for ways to be more effective and efficient in handling customer contacts, and process improvement is a high impact opportunity. Yet we see few centers focus attention […]

post thumbnail

Tips On Selecting And Deploying Speech Analytics

“A speech tool is not a plugand-play technology. Your organization must be prepared to dedicate the proper resources that will ensure its success.” Speech analytics is seen as a trendy, cool technology because it can provide insights into customer and agent communications in ways that are unmatched by other methods. For example, speech software can […]

post thumbnail

Speech Rec…Or Speech Wreck?

WE HAVE BEEN IMPLEMENTING AND TWEAKING SPEECH RECOGNITION SYSTEMS ON A PRETTY REGULAR BASIS FOR THE PAST 10 YEARS. Many contact centers (especially the mid and larger sized ones) employ speech rec in IVR systems, and it is mainstream enough that today’s customers expect it when routing themselves through our menus. Seems like a good […]

post thumbnail

Redefining Knowledge Management

I RECENTLY SPOKE WITH A NEW CLIENT ABOUT HIS GOALS FOR SUCCESS WHEN PLANNING THE IMPLEMENTATION OF A NEW CRM APPLICATION. He shared several, but prioritized the following as the most important: “We need to reduce handletime and improve first-call resolution.” At Bluewolf, we hear that often as we work with clients to define a […]

post thumbnail

Doing More With Knowledge Management

KNOWLEDGE MANAGEMENT (KM) is an Achilles’ heel for many contact centers. Some have an abundance of “tribal knowledge” scattered among a core of seasoned customer service representatives yet struggle to find ways to disseminate, update and use that knowledge effectively. Others have made investments in KM technologies but failed to make the tools appropriately accessible, […]

post thumbnail

Be Mindful Of Marketing

In the days before speech analytics, marketing intelligence could be hard to come by. According to Jim Linkhauer, now a speech analytics consultant for Adtech Global, a provider of contact center services, the most effective data extraction tool was a box of Krispy Kreme doughnuts. “When I was an operations manager,” recalls Linkhauer, “I would […]

post thumbnail

The Multichannel Contact Center Becomes “Omnichannel”

Contact centers have pursued “multichannel” for over 10 years with marginal success. While they have added email and chat, these channels often exist in silos from a technology, process and organizational perspective. Now “omnichannel” has come onto the scene to knock multichannel down a notch and replace it. But what is different? And will centers […]

post thumbnail

GASP! There’s No GAAP For Survey Data

In both the public and private sectors, there’s a continually growing push to generate measures of service effectiveness to balance measures of efficiency. Measuring service effectiveness requires capturing input from our customers through surveys or other research methods. Yet interestingly, the financial academy, who are the official scorekeepers for our organizations, virtually ignores all customer- […]

post thumbnail

Tools To Drive An Empowered And Engaged Front Line

There is probably no area of the company where it is more critical to have highly engaged employees than customer-facing functions. Customer care staff who feel committed to the company’s vision and values, and have a deep sense of ownership over their work, consistently deliver world-class levels of service. They are also more willing to […]

post thumbnail

THE OUTSOURCING DECISION

Contact center outsourcing is multibillion-dollar business utilized by tens of thousands of organizations. Those numbers alone make it pretty clear just how viable this option is for those of us running contact centers. While some negative views persist here and there, today’s outsourcer is likely to have well-trained agents, a stable and effective management team, […]

post thumbnail

14 tips for 2014 to make web chat work

2014 is the year in which web chat is really starting to take hold in the contact centre – and not just for the younger generation. Here, Richard McCrossan, Strategic Business Director for Digital Channels at Genesys, gives 14 top tips to implement a successful web chat policy. Always promote web chat: But be careful […]

post thumbnail

Clarifying Answers To Common Questions

We spend a lot of time with contact center managers and the technologists who support them. Through our work, we’ve noticed that the same questions keep popping up regarding the optimal architecture and infrastructure, especially for a distributed operation. Since these issues may be keeping some folks up at night, we thought we’d provide some […]

post thumbnail

Gulf Air upgrades its World Wide Contact Centre with Avaya

In its continuous strive towards providing better and a more efficient service to customers, Bahrain’s national carrier Gulf Air has introduced a new, state-of-the-art technology from Avaya to upgrade its Worldwide Contact Centre (WWCC).

post thumbnail

Jordan’s Extensya signs Sermon Solutions for its ERP

Extensya, a leading regional company specialized in Business Process Outsourcing (BPO), has moved recently to deploy a Microsoft-based Enterprise Resource Planning (ERP) solution from Sermon Business Solutions.