Operations Management

Three Ways to Boost ROI from Tech Investment

Technologies such as artificial intelligence (AI), robotic process automation (RPA) and data analytics are redefining call center strategies and operations.…

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How Embracing Digital Customer Service Can Create Brand Advocates

Rapid swings in consumer brand loyalty is one of the most significant consequences of the digital-first era in customer service,…

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ROI, ROI, Wherefore Art Thou ROI?

Just for fun, let’s start this technology article with some English literature and vocabulary. I chose the title hoping it…

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Decrease Attrition Through Training Done Right

While training is a top 2016 priority for contact center managers, a recent study finds that the type and frequency…

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The Profession Of Contact Center Management

How many of you reading this chose contact center management as your career? Like many of you, I “fell” into…

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A Better Way To Measure Success In Your Contact Center

Metrics have always been a staple of the contact center industry. Most leaders are never far away from a report…

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Conversing Or Transacting?

Contact centers come in all shapes and sizes. We have different ways to define them—sales vs. Service, virtual vs. brick…

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Digital Customer Care

“A fundamental element of providing an excellent customer experience is making it easy for customers to get their questions answered…

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Contact Center Challenges And Priorities

In late 2015, we conducted a simple survey that received input from 277 respondents on two fronts: the biggest challenges…

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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…

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The Future Is Here

It’s starting to feel like we are living in a science fiction movie. Technologies that used to exist only in…

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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…

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Proactive Do’s And Don’ts

In many contact centers, proactive contacts seem to function as “filler work”—an activity that gets done when there is some…

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How are Middle East Call Centres measuring up?

Benchmarking has long been the preferred method of determining relative performance of contact centres, but now it’s being taken to…

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