Quality Management with Actionable Results

No matter how good your quality management process is, you need fundamentally strong QM tools to capture customer interactions, surface underlying issues and take corrective action. These tools typically include recording, quality monitoring, coaching and speech/text analytics. In fact, it is virtually impossible to implement …


Part 2: Blurred lines Between Bank Branches and the Contact Center

Continued from Part 1: Dissolving Brick and Mortar Bank Branches

Although the bank branch is becoming less relevant to customers for simple transactions because on-line banking is subsuming many of the functions formerly accomplished by tellers, the branch remains a primary source of new sales. Novantas …


Part 1: Dissolving the Brick and Mortar of Bank Branches

Drive through any town in the US, whether large or small, and you will undoubtedly see striking edifices occupied by branches of banks. They are part of our American heritage, symbols of confidence and stability. But changes in consumer preferences, banking regulations and new technologies …


Engaging Your Agents for a Better Customer Experience

In Forrester’s recent report, How to Measure and Improve the Contact Center Agent Experience, Ian Jacobs explains some guiding principles that can be used to significantly improve the customer experience by improving the agent experience. This report makes a compelling case that you can definitely drive …


What is Your Contact Center’s Engagement Quotient (EQ)?

Agent Engagement Has Been Undervalued

It’s hard to read a blog or listen to a webinar related to the contact center without the author regurgitating the mantra of the importance of “Customer Engagement” or its synonym, “Customer Experience.”  That’s not too surprising, since studies by industry …