Changing demands are one the most difficult parts of operating a contact center. It’s one thing to simply manage scheduling, on a weekly basis but, when staffing needs change, adding and deploying new agents to a contact center can be a frustrating and time-consuming process. …
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Flexible, cloud-based solutions key to workforce optimisation
With the increasingly urgent need to make their workforces more productive, technology is often touted as a powerful enabler of greater efficiency and improved employee morale. While this is certainly true, this can only be effectively achieved if workers have access to tools that are …
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Four for Friday: Customer Service Stories You Need to Read
We made it to Friday and there has been a lot happening in the customer service world these past few weeks. Below are our four customer service stories you shouldn’t miss. From customer service blunders to successes we are covering it all below, happy reading!
Is …
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Project managers need to be warriors, not bookkeepers – or your projects are doomed
There is a trend in the IT industry that I find disturbing: more often than not companies are recruiting for project managers only those that are PMP certified, while ignoring the actual traits and experiences that demonstrate successful project management skills and abilities. I find …
Is Your Contact Center Ready for Millennials?
The millennial generation has become the single largest age group in the U.S. workforce and is projected to spend $1.4 trillion annually by 2020. As the first generation of digital natives to enter the workforce, they have also changed how businesses interact with customers, which …
Are You Mapping Customer Journey?
Most businesses – at least those that are serious about being competitive – have made the customer experience a key priority. Many are taking the concept of unified communications to the next level, integrating it into the customer engagement workflow to create a unified customer …
Infographic: Chatbots Challenge Traditional Contact Centers
As consumers acclimate to chatbots as their own personal assistants at home, customer service agents have warmed to the idea of chatbots in the contact center. First, agents welcome customer support chatbots to assist with workforce tasks and communicating with management. In addition, agents see …
Are You Leveraging Your Greatest Asset for Advocacy?
When it comes to customer engagement, there’s no better resource than your brand advocates. Naturally, your products or services have to meet standards of excellence – including your contact center operations – but with so many buying options, advocacy carries more weight than ever.
Many companies …
Making Your Entire Organization Part of the Unified Customer Experience
Customer experience has, for decades, been the domain of the customer service reps tasked with resolving customer problems when they dial into a call center. That’s changing, though. The modern contact center is still the leader in a mission to deliver a positive customer experience, …
Will Artificial Intelligence Replace Agents in Your Contact Center?
There’s been a lot of discussion about artificial intelligence and its uses in customer service to facilitate faster, smarter customer engagements. Already, countless businesses are leveraging some form of AI to facilitate self-service using chatbots, speech recognition, and automation solutions. The question being asked, though, …