Technology

Technologies such as artificial intelligence (AI), robotic process automation (RPA) and data analytics are redefining call center strategies and operations.…

TOO OFTEN TODAY, THE PURSUIT OF TECHNOLOGY IS DRIVEN BY SPEED AND CONSTRAINED BY RESOURCES—IN-HOUSE AND ON THE VENDOR SIDE.…

Maxed out. That’s how we find many contact center leaders and their IT counterparts. Too much to do, not enough…

Ever have a nagging feeling that your center is more vulnerable than you’d like to admit? Odds are, creating or…

The contact center technology market has become increasingly diverse and complex. With many sourcing options (premise, hosted, cloud, managed services),…

It’s no surprise to business leaders that mobile is increasingly the device of choice for consumers—though many have not anticipated…

  In 20 years of consulting and hundreds of projects, I have seen some typical scenarios play out in client…

You have just survived the contract engagement process with your vendor. Sometimes that process can takes months to complete. Now…

I don’t like the sound of 2013. It has an ominous ring to it. When good things happen, they rarely…

  Technology is the great enabler for contact centers to achieve their operational goals for service effectiveness and efficiency. So…

I just got a new mobile phone. It’s a Samsung Galaxy S III, which is supposed to be stateof- the-art…

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…

Customer care is constantly reinventing itself as a result of advances in technology. Interactive Voice Response (IVR) technology and directed…

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.…

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…