Solutions

Is It Time to BYOC (Be or Bring Your Own Carrier)?

The continued shift from on-premises to SaaS-based cloud offerings extends across businesses and industries of all sizes. Enterprises that use…

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Keep the Ball Rolling!

The expression keep the ball rolling is an American variation of an older British expression keep the ball up, which…

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What to Do After Migrating Your Contact Center to the Cloud

This year, we’ve seen much of the workforce shift to remote work as companies adapted to operating during a global…

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Buyer’s Guide to Contact Center Technology: Scope and Sourcing

SCOPE: Unified Communications or Not? Often, buyers need to replace an aging PBX that also provides their contact center technology—perhaps…

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Boost ROI by Enhancing Agent Performance

An inbound customer service call center generated a 1,000% ROI in just four months of work. An outbound telesales call…

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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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You Can’t Afford Not to Pursue Knowledge Management

Knowledge Management (KM) may be the single most impactful technology to help centers address key goals: Reduce workload through greater…

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The Digital Workplace

No one can deny the remarkable impact that mobile technology has had on consumer behavior. Texting has displaced phone calls…

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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,…

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I, CHATBOT

You literary types are probably thinking I got the inspiration for this month’s column from Isaac Asimov’s 1950 book I,…

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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…

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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…

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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…

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Redefining Knowledge Management

I RECENTLY SPOKE WITH A NEW CLIENT ABOUT HIS GOALS FOR SUCCESS WHEN PLANNING THE IMPLEMENTATION OF A NEW CRM…

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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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Be Mindful Of Marketing

In the days before speech analytics, marketing intelligence could be hard to come by. According to Jim Linkhauer, now a…

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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…

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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…

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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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THE OUTSOURCING DECISION

Contact center outsourcing is multibillion-dollar business utilized by tens of thousands of organizations. Those numbers alone make it pretty clear…

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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…

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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…

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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…

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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…

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