Knowledge Management: Four Selection Criteria to Increase Customer Lifetime Value
Knowledge management (KM) has become an important part of a contact center’s tech stack. In fact, according to Contact Center…
Want to Improve Employee Engagement? Technology Can Help!
It is no surprise that “Improve employee engagement and empowerment” was the top priority in our “2019 Challenges and Priorities”…
Use Agent Voice DNA to Improve Contact Center Hiring Results
Providing a good customer service experience is more important than ever. One bad experience over the phone can lead to…
How AI Can Make the Holidays Bright
The winter holidays aren’t always “the most wonderful time of the year” for the contact center. Time-off requests and spikes…
The Gig Economy Effect: Addressing New Expectations and Requirements for Contact Centers
Managing the contact center for maximum effectiveness has taken on a whole new level of importance as today’s agents are…
What, Exactly, Makes for Great CX?
We talk a lot about delivering an exceptional customer experience (CX), but the talk focuses on how to deliver it.…
Important Trends in Workforce Management Technology
At Pelorus Associates, we have studied the workforce management (WFM) space for over a decade. Our biannual reports delve deeply…
The New CX Imperative: Serving the Values-Based Consumer with a Heaping Helping of Digital Empathy
There’s a lot of talk about the values-based consumer today—the preference for brands that do business in ethically positive ways…
AI and KM: From Knowledge Management to Knowledge Automation
When customers have questions for companies they do business with, they might get a set of FAQs to plow through.…
Accomplishing Call Center Transformation with Unified Communications Softphones
The contact center industry is seeing a growing need to improve operational efficiencies, enable increased flexibility and agent versatility, and…
Transform Your CX from Good to Great by Treating Your Agents Right
Sitting on the front lines of the contact center, agents are the personification of your brand. They provide the human-to-human…
Why Online Scripting Is So Important to Your Call Center Success
Here is why: You can prompt them to ask the right questions on every call. They can capture all the…
Things I Wish Someone Would Invent
As a kid, I enjoyed leafing through my dad’s copies of Popular Mechanics. One of my favorite columns was entitled,…
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…
The Contact Center Trends to Watch Out for in 2020
When invited to compile this list of customer service trends for 2020, naturally the first thing I did was look…
A Checklist for Migrating Your Contact Center to the Cloud
Numerous businesses rely on contact centers to field customer inquiries and manage customer service issues. Any disruption in network connectivity…
Three Major Predictions for the 2020 Contact Center
In today’s highly dynamic digital economy, there is no set safeguard against uncertainty. We live in an era where a…
Everybody Has Data, But What Are You Doing With It?
Contact centers have always had an abundance of data about customers and performance. Unfortunately, that data is not being fully…
Balancing Customer Experience with Fraud Prevention in the Contact Center
Cybercriminals exposed 2.8 billion consumer data records in 2018. Breaches have given fraudsters an immense amount of data to work…
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.…
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,…
KISS Method: “Keep It Simple with Speech”
Speech analytics has gone from a trendy, cool technology to an essential software that reveals insights into customer-agent interactions. Speech…
Virtual Assistants Can Be Your Agents’ Best Friends
In my previous article, I provided a list of game-changers that can transform a lackluster self-service experience into a stellar…
How Technology is Paving the Path to Workplace Wellness
For years, organizations have embarked on workplace wellness initiatives to help reduce healthcare costs, cut absenteeism, prevent employee burnout and…
Time to Get Really Excited about Self-Service
True confession: I struggle with whether to get excited or grow more cynical about self-service. This industry has a long…
Four Ways to Attract and Retain Millennial Agents
Pew Research Center defines millennials as anyone born between the years 1981 and 1996 (ages 22 to 37 in 2018).…
A Memo About Your Demo
Memo to the Vendor Community: We work with many clients that are interested in acquiring new technology. It is always…
Time to Try Omnichannel… Again
“If at first you don’t succeed, try, try again.” This lovely phrase we all learned as children could come in…
Making AI Work in the Contact Center
In the late 2000s, right around when videosharing platforms were really coming into their own, there was a curious trend…
Say Goodbye to Agent Turnover, Not Your Agents
If you’ve ever managed a call center, chances are you’re familiar with the constant cycle of agent churn. You invest…
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