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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The expression keep the ball rolling is an American variation of an older British expression keep the ball up, which…
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This year, we’ve seen much of the workforce shift to remote work as companies adapted to operating during a global…
Read More »SCOPE: Unified Communications or Not? Often, buyers need to replace an aging PBX that also provides their contact center technology—perhaps…
Read More »An inbound customer service call center generated a 1,000% ROI in just four months of work. An outbound telesales call…
Read More »Rapid swings in consumer brand loyalty is one of the most significant consequences of the digital-first era in customer service,…
Read More »Knowledge Management (KM) may be the single most impactful technology to help centers address key goals: Reduce workload through greater…
Read More »No one can deny the remarkable impact that mobile technology has had on consumer behavior. Texting has displaced phone calls…
Read More »Many centers struggle to find the right frontline staff, and then suffer further when hirees don’t show up for training,…
Read More »You literary types are probably thinking I got the inspiration for this month’s column from Isaac Asimov’s 1950 book I,…
Read More »“You have to define the functionality you seek as well as the integration requirements to look for the right solution…
Read More »“A speech tool is not a plugand-play technology. Your organization must be prepared to dedicate the proper resources that will…
Read More »WE HAVE BEEN IMPLEMENTING AND TWEAKING SPEECH RECOGNITION SYSTEMS ON A PRETTY REGULAR BASIS FOR THE PAST 10 YEARS. Many…
Read More »I RECENTLY SPOKE WITH A NEW CLIENT ABOUT HIS GOALS FOR SUCCESS WHEN PLANNING THE IMPLEMENTATION OF A NEW CRM…
Read More »KNOWLEDGE MANAGEMENT (KM) is an Achilles’ heel for many contact centers. Some have an abundance of “tribal knowledge” scattered among…
Read More »In the days before speech analytics, marketing intelligence could be hard to come by. According to Jim Linkhauer, now a…
Read More »Contact centers have pursued “multichannel” for over 10 years with marginal success. While they have added email and chat, these…
Read More »In both the public and private sectors, there’s a continually growing push to generate measures of service effectiveness to balance…
Read More »There is probably no area of the company where it is more critical to have highly engaged employees than customer-facing…
Read More »Contact center outsourcing is multibillion-dollar business utilized by tens of thousands of organizations. Those numbers alone make it pretty clear…
Read More »2014 is the year in which web chat is really starting to take hold in the contact centre – and…
Read More »We spend a lot of time with contact center managers and the technologists who support them. Through our work, we’ve…
Read More »In its continuous strive towards providing better and a more efficient service to customers, Bahrain’s national carrier Gulf Air has…
Read More »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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