By: Max Greene On: September 21, 2018 In: Contact Center Comments: 0

I have been a part of many conversations lately with clients who have heard about a shiny new product that sounds very cool or cutting edge and they would like to jump on the bandwagon. The questions is, is there any actual business value for them to use it? Solutions […]

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By: Paul Ridenhour On: August 10, 2018 In: Contact Center Comments: 0

Have you ever contacted a company more than once to resolve the same issue? Did your opinion of that company change drastically after your experience? Why do you think it was so difficult to resolve your problem? Could it have been the result of inadequate training or coaching? Was the […]

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By: Jimmie Chevrier On: July 26, 2018 In: Contact Center Comments: 0

One of the best and most effective ways a contact center manager can get to know their agents is through the practice of transcript reviews. A manager can really only spend a very limited time observing any one agent on the floor, so reviewing transcripts will provide a massive amount […]

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By: Norman Seto On: June 22, 2018 In: Contact Center Comments: 0

Customers are looking for deeper connections with the brands they do business with.  The human connection, the need to be heard, understood, and valued are essential offerings for today’s consumer expectations. In our online world, brands must be focused on delivering a white-glove service experience to an always-on, and always connected […]

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By: Mike Stettler On: January 07, 2018 In: Contact Center Comments: 0

As you begin to plan for how to better engage new customers and support existing customers in 2018, you may want to consider if mobile messaging is an effective channel for your organization. In most cases, messaging can be leveraged to reach a broader customer/prospect base but also reduce costly […]

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By: Colin Doggett On: December 15, 2017 In: Contact Center Comments: 0

The end of the year can be one of the most challenging periods for a Call Center Manager. Balancing between staff taking PTO, inclement weather and business peaks and valleys can put you into an ocean where keeping your head above water becomes a daily challenge. Often during these times, […]

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By: Mike Stettler On: October 31, 2017 In: Contact Center Comments: 0
By: Colin Doggett On: October 24, 2017 In: Contact Center Comments: 0

Call Center professionals are blasted daily with a never ending stream of technology solutions that at face value can create ROI, reduce the number of FTE’s and improve customer perception. While it sounds easy to use technology to drive performance and cost improvement, it is not. Every element of your […]

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By: Chris Laughlin On: July 17, 2017 In: Contact Center Comments: 0

Why is the market changing based on the customers’ buying journey in many industries? Disruption is taking place in many industries and it seems the reason is based on where the prospective customer starts his or her research on the buying journey. This is happening in our industry but is […]

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By: Derrick Chin On: June 14, 2017 In: Contact Center, Queued IN Comments: 0