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
By: Derrick Chin On: May 18, 2017 In: Contact Center Comments: 0

If you were to capture the reasons that customers reach out to your contact center, I’m sure you could fill a few pages.  Are those the reasons that your contact center agents actually get tied up? Too often we find that adding resources is usually a temporary activity, because we […]

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By: Guest Contributor On: April 20, 2017 In: Contact Center Comments: 0

In part 1 of Omnichannel and Islands of Data in Your Contact Center, I covered the definition of omnichannel and differences between omnichannel and multichannel. We covered some history and how this problem first surfaced in the 90’s with previous-generation platforms. If you missed the live presentation on Part 1 and Part 2 of "Omnichannel and Islands of Data in Your Contact Center," check out the video of the presentation below.

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By: Guest Contributor On: March 20, 2017 In: Contact Center, Queued IN Comments: 0