It’s starting to feel like we are living in a science fiction movie. Technologies that used to exist only in…
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“WELL, YOU KNOW, IT IS A CALL CENTER.” That phrase always seems to be uttered at some point when discussing…
Read More »Contact centers have pursued “multichannel” for over 10 years with marginal success. While they have added email and chat, these…
Read More »In both the public and private sectors, there’s a continually growing push to generate measures of service effectiveness to balance…
Read More »Developing a new product feature and enhancing a service through new technology are standard examples of innovation. They are also…
Read More »People are passionate about their mobile devices, as demonstrated by the long lines that Apple Stores draw days before the…
Read More »There is probably no area of the company where it is more critical to have highly engaged employees than customer-facing…
Read More »Contact center outsourcing is multibillion-dollar business utilized by tens of thousands of organizations. Those numbers alone make it pretty clear…
Read More »2014 is the year in which web chat is really starting to take hold in the contact centre – and…
Read More »Every contact center wants details on why customers call, both to route them in realtime and to report on call…
Read More »Summary: Metrics that provide insight into customer loyalty are the holy grail of customer measurements. Several have been proposed in…
Read More »Assuming that you operate a customer contact center that fields hundreds, thousands or possibly even tens of thousands of contacts…
Read More »We spend a lot of time with contact center managers and the technologists who support them. Through our work, we’ve…
Read More »Anytime a vendor speaks of their cloud solution as “flexible.” It usually stops with not much more than a blanket…
Read More »Delivering excellent customer service is paramount in today’s economic climate. Most consumers and businesses view the products and services they…
Read More »I have this love-hate relationship with my smartphone. For someone who values a little privacy and dreams of uninterrupted down…
Read More »Perhaps the topic most inquired about in the field of surveys, especially customer satisfaction surveys, is response rates. What’s a…
Read More »There’s a new industry movement afoot. You’ve likely heard the term “Big Data” and perhaps, like many others, have wondered…
Read More »The Emirates is pushing to become an outsourcing hub, with more companies with offices here wanting to place some of…
Read More »Online chat continues to develop as an influential, profitable customer service and sales delivery method. However, even with growing consumer…
Read More »It may have appeared that Randy Newman attacked the self esteem of every person of lesser stature (including myself )…
Read More »While the best contact centers ensure that they have well-trained, talented and mentally stable e-support agents in place to handle…
Read More »According to CTIA–The Wireless Association, there are now over 300 million wireless connections in the United States alone. Society as…
Read More »A recent webcast hosted by unified IP business communications solutions provider, Interactive Intelligence Group Inc. (Nasdaq: ININ), has revealed key…
Read More »A new generation of tech-savvy customers is shaking up the self-service status quo for contact centers.
Read More »Do you run a small business that’s looking to expand? If so, you may find your limited team needing to…
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