Technology

We all use tools to monitor important elements of our personal world in ways that we never did before: GPS…

Desktop complexity is a primary driver of inefficiency in contact centers of all sizes. Product silos with disconnected development and…

Everybody wants to provide quality customer interactions. The good news: The technology to enable basic quality assessment is affordable with…

As consumer preference for using live chat continues to grow, so, too, are the number of contact centers that are…

Faster, better, cheaper has long been the mantra for contact centers. And with today’s slimmed down operating budgets, it’s even…

It’s easy to get excited about the promise of . The ability to gain insight into customer interactions and potentially…

We live in a vastly different consumer world today than we did just a decade ago. The continuing rise of…

Imagine that you’ve finally secured budget to add new functionality and technology to your contact center. You’ve labored through vendor…

As I work with contact centers across all sizes and vertical markets, I hear a consistent theme focusing on serving…

Corporate leadership says the contact center must deliver great service and drive revenue. Customers expect to experience a personalized, effective…

There is a growing amount of technology available in both the call quality monitoring (QM) and customer analytics arenas. A…

Multimedia is not new to the contact center. Most companies have had “contact centers” rather than “call centers” for years.…

Knowledge is power. For contact center representatives, it’s the power to access the right information, the right resources, and/or the…

Online chat continues to develop as an influential, profitable customer service and sales delivery method. However, even with growing consumer…

It may have appeared that Randy Newman attacked the self esteem of every person of lesser stature (including myself )…

While the best contact centers  ensure that they have well-trained, talented and mentally stable e-support agents in place to handle…

According to CTIA–The Wireless Association, there are now over 300 million wireless connections in the United States alone. Society as…

In a world of expanding customer contact channels and the departmental silos that go with them, is it possible to…

Multichannel customer contact is a fact of life. Unfortunately, so are organizational silos and divided ownership of the many media…

Workforce optimization (WFO) technology can significantly impact the productivity and skills of employees, help agents diffuse difficult customer situations and…

I love contact center technology. Some of you may, too. Or perhaps you have a love/hate relationship with it: Can’t…

Multichannel customer contact has been getting plenty of air play at industry events and in countless webinars, articles, blogs and…

The health care industry has been undergoing a service evolution in recent years as patients exercise more choice about their…

Ever feel like Goose and Maverick from Top Gun: “I feel the need, the need for speed”? Impatience at senior…

Traditionally, call centers have acquired new technology and funded new initiatives with capital dollars. However, more and more technology is…

It seems like only yesterday that we budgeted and planned for 2011. Now 2012 is upon us. We’re hearing that…

We get the sense that the pursuit of technology projects is on the rise. Before anyone gets too excited though,…

In the age of service frustration and cynicism, it is still possible to “wow” customers. Many companies win them over…

“Come gather ’round people, Wherever you roam…” Recognize the lyrics? I love music and get songs stuck in my head…

SaaS, Hosted, Cloud-based…whatever we call it, contact centers are interested. This technology option offers flexibility, speed, innovation and reliability with…