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.…
The Secrets To Technology Success
TOO OFTEN TODAY, THE PURSUIT OF TECHNOLOGY IS DRIVEN BY SPEED AND CONSTRAINED BY RESOURCES—IN-HOUSE AND ON THE VENDOR SIDE.…
It’s About Time: Overcoming Resource Constraints To Deliver Technology Value
Maxed out. That’s how we find many contact center leaders and their IT counterparts. Too much to do, not enough…
Leveraging Technology To Optimize Continuity And Recovery
Ever have a nagging feeling that your center is more vulnerable than you’d like to admit? Odds are, creating or…
Technology Sourcing Decisions In A Complex Market
The contact center technology market has become increasingly diverse and complex. With many sourcing options (premise, hosted, cloud, managed services),…
Embracing Mobile Chat
It’s no surprise to business leaders that mobile is increasingly the device of choice for consumers—though many have not anticipated…
The Chicken and the Egg: How IT and the Contact Center Succeed Together
In 20 years of consulting and hundreds of projects, I have seen some typical scenarios play out in client…
Guidelines for a Pain-Free Technology Deployment
You have just survived the contract engagement process with your vendor. Sometimes that process can takes months to complete. Now…
Real Time Is the Real Deal
I don’t like the sound of 2013. It has an ominous ring to it. When good things happen, they rarely…
Achieve Contact Center Goals through Strategic Synergy and Realism
Technology is the great enabler for contact centers to achieve their operational goals for service effectiveness and efficiency. So…
Simplexify Your Life
I just got a new mobile phone. It’s a Samsung Galaxy S III, which is supposed to be stateof- the-art…
Optimize the Agent Desktop
Desktop complexity is a primary driver of inefficiency in contact centers of all sizes. Product silos with disconnected development and…
Today’s Tools Take QA to the Next Level
Everybody wants to provide quality customer interactions. The good news: The technology to enable basic quality assessment is affordable with…
Adding Value with Live Chat
As consumer preference for using live chat continues to grow, so, too, are the number of contact centers that are…
Advancing Technology in Contact Centres- a Mixed Blessing for Customer Care in the Middle East?
Customer care is constantly reinventing itself as a result of advances in technology. Interactive Voice Response (IVR) technology and directed…
Turn Speech Analytics into Action
It’s easy to get excited about the promise of . The ability to gain insight into customer interactions and potentially…
How to Get the Most Out of Live Chat
We live in a vastly different consumer world today than we did just a decade ago. The continuing rise of…
Contact Center Technology Testing
Imagine that you’ve finally secured budget to add new functionality and technology to your contact center. You’ve labored through vendor…
Set Your Sights on FCR
As I work with contact centers across all sizes and vertical markets, I hear a consistent theme focusing on serving…
Got Insights? Ready for Action? Consolidated Reporting, Scorecards and Analytics
Corporate leadership says the contact center must deliver great service and drive revenue. Customers expect to experience a personalized, effective…
Enhancing the Impact of New Technology on QM and VOC
There is a growing amount of technology available in both the call quality monitoring (QM) and customer analytics arenas. A…
Multichannel Technology Comes into Its Own
Multimedia is not new to the contact center. Most companies have had “contact centers” rather than “call centers” for years.…
Key Factors for Effective Online Chat
Online chat continues to develop as an influential, profitable customer service and sales delivery method. However, even with growing consumer…
Let’s Get Small (or Medium)
It may have appeared that Randy Newman attacked the self esteem of every person of lesser stature (including myself )…
Customer-Centric Web Self-Service (Yes, It Does Exist)
While the best contact centers ensure that they have well-trained, talented and mentally stable e-support agents in place to handle…
Contact Centers Need to Go Mobile: Are You Ready to Move?
According to CTIA–The Wireless Association, there are now over 300 million wireless connections in the United States alone. Society as…
Use the Right Enabling Technology to Support Multichannel Customer Contact
In a world of expanding customer contact channels and the departmental silos that go with them, is it possible to…
Pursue Strategy and Governance to Ensure Multichannel Technology Optimization
Multichannel customer contact is a fact of life. Unfortunately, so are organizational silos and divided ownership of the many media…
Getting the WFO Basics Right
Workforce optimization (WFO) technology can significantly impact the productivity and skills of employees, help agents diffuse difficult customer situations and…
Keys to Success in Supporting Today’s Contact Center Technology
I love contact center technology. Some of you may, too. Or perhaps you have a love/hate relationship with it: Can’t…
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