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Author Archives: Brian Hinton
7 Reasons to Consider Hosted Contact Center Solutions
SaaS, Hosted, Cloud-based…whatever we call it, contact centers are interested. This technology option offers flexibility, speed, innovation and reliability with low demands on human and financial resources for implementation and support. Market analysts report that cloud-based seats are growing faster … Continue reading
Posted in Cloud-based Computing
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It’s Time to Take Multi-Channel Technology Seriously
Multi-channel customer contact is not an option for today’s contact centers; it’s a necessity. Phone calls may still rule, but the alternatives to real-time voice are too numerous and significant to ignore or treat as second class. Most centers handle … Continue reading
The Value of Technology Assessment and Planning
Technology projects are on the rise. There’s pent up demand and “end of life” threats on existing systems. It’s tempting to move fast to get something done. But that’s not optimal for making careful and thoughtful decisions. I’d suggest that … Continue reading
Posted in Technology, Vendor Selection
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Put the Right Contact Center Analytics Tools in your Toolkit
Contact center managers need analytical tools beyond the typical contact center reports. But there are so many choices! Performance Optimization/Workforce Optimization suite vendors (e.g., Verint, Nice, Aspect, Envision, and others) that offer speech analytics, usually some level of data analytics … Continue reading
Posted in Analytics
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Turn Contact Center Data Into Insights
Contact centers have never lacked for data. With increased pressure for efficiency, optimization and profitability throughout the organization, centers need to use that data in smart ways – not just for reporting, but for truly analyzing activity historically and in … Continue reading
Posted in Analytics, Contact Center Metrics
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11 Things Every Contact Center Technology SOW Should Have
Whether you’ve had a lengthy courtship with prospective vendors or a hurried shotgun wedding, there’s great temptation to get on with the process and give your contact center technology statement of work (SOW) a cursory examination. Beware! A boilerplate SOW … Continue reading
Posted in Implementation
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5 Steps to Contact Center Project Approval
As we move toward Fall, it’s time to think about your annual capital budget requests. Don’t let another cycle go by where your “wishes” don’t come true. Here are five critical steps for gaining contact center project approval and funding. … Continue reading
Posted in Business Case Development
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Contact Center Technology Sourcing Options
Contact center technology sourcing decisions are not as simple as they used to be. The sourcing landscape includes a wide array of hosted services and support options that are as attractive to multinationals as they are to single site centers. … Continue reading
Posted in Vendor Selection
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Top Ten Contact Center Technology Implementation Tips
After a long and painstaking process to acquire the perfect contact center technology, it’s really tempting to just let the IT department get it up and running as quickly as possible. But if you want to reap the rewards of … Continue reading
Posted in Implementation
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Contact Center Technology for Home Agents
Contact centers have been intrigued by the promise of home agents for years. Technical and economic hurdles have prevented many centers from giving the remote workforce option serious consideration. VoIP-based technology offerings help get centers over the technical hurdles. But … Continue reading
Posted in Home Agents, VoIP
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