-
Recent Posts
Archives
Categories
- Analytics
- Best Practices
- Business Case Development
- Business Process Optimization
- Change Management
- Chat
- Cloud-based Computing
- Co-Browsing
- Consolidated Desktop
- Contact Center Metrics
- Cost Structure
- Cross-Selling/Up-selling
- Customer Satisfaction
- Home Agents
- Implementation
- IVR
- Multi-channel Customer Contact
- Organization
- Outsoucing
- PCI
- Performance Management
- Self-Service
- Social Media
- Support
- Technology
- Unified Communications
- Vendor Selection
- Voice of the Customer
- Voice of the Employee
- VoIP
- Wikis
Meta
Category Archives: Technology
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
Leave a comment
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
Leave a comment
What’s On Your Radar for 2012?
With no shortage of projects vying for your attention, I thought I’d sift through the noise and highlight four areas that merit serious consideration in the New Year. Multimedia Routing and Reporting: For over 10 years, we’ve been talking about … Continue reading
5 Essentials for Effective Contact Center Technology Support
There’s no doubt about it. Contact center technology has gotten much more sophisticated. It offers a whole gamut of features and functions that we wouldn’t have thought possible years ago. But it’s also more difficult to create the same degree … Continue reading
Posted in Support
Leave a comment
Will IVR Ever Win Our Hearts?
Whenever I tell people that I’m in the call center business, I brace myself for a diatribe about “those darn systems” real people too often hide behind. Without fail, an Interactive Voice Response system (IVR) takes center stage. It doesn’t … Continue reading
Posted in IVR
Leave a comment
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
Leave a comment
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
Leave a comment
Let Wikis Break Barriers to Knowledge Sharing
Take a tour around a typical contact center, and you’ll likely see a cornucopia of resources that customer service representatives use to respond to caller needs. Along with the usual complement of software applications, they’ll have loose-leaf binders, a few … Continue reading
Posted in Wikis
Leave a comment
Technology-Enabled Service Excellence for Contact Centers
Technology is the great enabler of service excellence. It helps you present standard messages at agent desktops, identify opportunities for process improvement and training, monitor and reinforce adherence, and close the loop with customers to get their perspective on the … Continue reading
Posted in Performance Management
Leave a comment
Improve Efficiency and Service with Desktop Optimization
Most contact center agent desktops are a messy, complicated, confusing morass. Agent heroics may lull management into a false sense that the desktop is manageable. IT won’t come to the rescue given the myriad of other projects on their “to … Continue reading
Posted in Consolidated Desktop
Leave a comment