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
By: Colin Doggett On: February 24, 2017 In: Contact Center Comments: 0

Do you ever feel that shopping Contact Center technologies is like walking into an ice cream shop? For most, the answer is yes. There are many flavors of Chat, CRM and Enterprise Phone Systems that make choosing what to use an ever-growing challenge. Do you use Gartner, Peer Review, RFP […]

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By: Christy Green On: February 09, 2017 In: Contact Center Comments: 0

Recently, I contacted a company (within the contact center industry) because I needed additional information on one of their solutions. After multiple attempts to connect with them via email, phone and chat, I still don’t have my questions answered. In theory, the company did a lot of the “right” things to […]

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By: Lanette Thurman On: January 26, 2017 In: Contact Center Comments: 0
By: Christy Green On: December 28, 2016 In: Contact Center Comments: 0

Your company just implemented a sophisticated new contact center solution or CRM or some other shiny new piece of technology. So now you can sit back and watch all the benefits the technology was supposed to bring just start happening, right? Wrong! It doesn’t matter how state of the art, […]

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By: Derrick Chin On: December 15, 2016 In: Contact Center Comments: 0

Too many chats is like having too many drinks – it’s best to know when to say “stop.” In the modern omni-channel contact center environment, there is pressure to provide all channels to all customers. Mix this with the need to mitigate the labor requirements and you have contact center leaders […]

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