Technology

If you are in the throes of platform replacement, you may get caught up in all the hype that surrounds…

The future of work and the impact that artificial intelligence will have on the workforce has been a hot topic…

“Customers want to have the utmost confidence that you are protecting their data and treating it with the respect it…

“Take a top-down strategic approach that keeps you in charge and focuses on what really matters to your center.” Contact…

“Chatbots can make a big impact now, and as artificial intelligence evolves, your organization should be poised to evolve with…

“Enhancements in core technology and network connectivity, along with the proliferation of cloud systems, create a simplified approach to remote…

“The smartphone is becoming the ubiquitous and predominant tool for both selfservice and assisted service.” I want you to join…

“Enterprises will not achieve an omnichannel customer experience with tools alone. Strategy comes first, followed by the process, integration and…

“With software, it’s not always easy to separate a CXM solution from other applications intertwined and provided in the same…

“When used in conjunction with other feedback channels, digital feedback can provide unique insights into the ‘why’ behind the ‘what’…

“A stalemate can occur when the center wants IT to educate them on what’s possible and IT wants the center…

“Predictive analytics isn’t yet a mass-market solution, but it’s only a matter of time before the mass market realizes the…

“Omnichannel is not about everyone taking every media; it’s about managing all media effectively and creating a ‘seamless, integrated’ customer…

“Find areas of opportunity to decrease customer effort or automate mundane tasks for your customers.” According to 2016 statistics from…

“There are many choices of where to focus investments, time and resources in pursing optimization. The first step is to…

“As economic power continues to flow from seller to buyer, it becomes increasingly important to strategically leverage the consumer information…

“Purchasing a speech tool is like hiring someone to remodel your house only to discover that he can also repair…

No one can deny the remarkable impact that mobile technology has had on consumer behavior. Texting has displaced phone calls…

Many centers struggle to find the right frontline staff, and then suffer further when hirees don’t show up for training,…

You literary types are probably thinking I got the inspiration for this month’s column from Isaac Asimov’s 1950 book I,…

“You have to define the functionality you seek as well as the integration requirements to look for the right solution…

“A speech tool is not a plugand-play technology. Your organization must be prepared to dedicate the proper resources that will…

“In all but the most basic centers, active vendor management will be a key part of ensuring a good partnership…

The “Cloud” contact center technology market is maturing and the vendors are all in. You may be lured by the…

Every small center aspires to deliver good (or great!) service to customers and offer a good (or great!) place for…

I’m not a real cowboy, but I still want to be one when I grow up. In the meantime, I…

Baptism by fire. That pretty much sums up the experience of new contact center agents. From day one, agents are…

Customers increasingly turn first to self-service to answer questions or solve problems. When they do, they value quick, easy access…

Many organizations are taking advantage of the cloud for information technology and business operations benefits, and workforce optimization (WFO)—the portfolio…

The entry point to the contact center—identification and verification (aka authentication), along with routing—is a make-or-break moment for the customer…