Customer Engagement Centers Rally the Enterprise Around Customer Service

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Nearly everyone can relate to the experience of calling a business, navigating a phone tree for several minutes and then having to repeat that information back to an agent. Some experiences can be even more frustrating if the issue is not resolved or if you …

2016 Customer Service by the Numbers – A Year in Customer Service Statistics

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From a customer service standpoint, we’ve established that 2016 was the year of the chatbot but that’s not the whole story. Omni-channel customer service, cloud contact centers, and personalization are all customer experience themes that grew in 2016 and will only continue to get stronger …

Cloud-based Workforce Optimization Solutions Put the ‘Utility’ in Utility Companies

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Utility companies bear the responsibility of supplying essential services such as water, natural gas and electricity to their customers. Because of the significant role that these services play in the day-to-day functions of modern life, any inefficiency on the part of a utility company—from a …

Workforce Analyst Enhancements You Will Need by 2020: Workforce Management Excellence, Part II

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Workforce management is an integral part of the agent’s work environment, but agents see only the end-result of a complex planning process managed by contact center workforce analysts. These experts are steeped in the nuances of forecasting models, workforce labor categories and expected labor shrinkage. …

Contact Center Leaders: Are Your Managers Ready for Black Friday?

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The holidays might be considered to be the most wonderful time of the year, but for contact center managers the end of year blitz can be a tremendous tribulation. As explained in Part 1 of this series, year-end sales are anticipated to surge as consumers …