With the new year approaching, there’s never been a better time to start looking ahead and determining how to lay out a path forward that will enable your business to take advantage of leading-edge technologies in the customer contact space. Experts agree that empowering agents …
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Re-visiting a Highlight of Aspect Customer Experience
Just about six months ago, many from the Aspect community were together in Hollywood, FL for ACE. I have fond memories of the warm sea air, the Caribbean-themed party and the great sessions. While for most of us it’s hard to re-capture the warmth of …
Analysts Discuss: How to Retain Customers and Grow Your Business
As consumers, we can’t help but be aware of the power shift that’s occurring in today’s marketplace. It is no longer considered acceptable for a company to deliver “adequate” customer service. Today’s consumers will not wait for a business to provide the customer experience they …
WFO: What to Do When the Back Office is the New Front Office
Balancing greater demands for customer quality in line with tight budgets is a significant challenge for any company. During our recent speaking event, Create a Better Customer Experience with Workforce Optimization Strategies for the Back Office, Donna Fluss explored the options that companies in many …
Spreading Contact Center Values Across the Organization
When people think of the contact center and its role within an organization, they most likely think of it as a last line of defense. In a sense, this is true—the contact center is the place where a company can both salvage and improve its …
Kicking off Holiday Sales with Black Friday – Is Your Contact Center Ready?
While most of us in the U.S. are baking pies and looking forward to hours of family and football on Thanksgiving tomorrow, contact center supervisors will likely be lining up the predicted spike in workforce that coincides with the annual shopping event dubbed Black Friday.
And …
How to Build a Customer-Centric Culture in Your Contact Center
Why would a focus on employee empowerment actually help turn your company into the customer-centric enterprise that drives results?
During our recent webinar at the Virtual Contact Center Conference, we answered just that question. Ours was only one of many fascinating presentations from industry experts and …
Legacy Solutions Could be a Silent Drain on Your Business
Keeping pace with today’s consumers demands a customer contact solution that can help you leverage efficiencies and cost savings to reduce your total cost of ownership. At the same time, you need to be able to set your business apart by delivering the …
Should SMBs Have Their Heads in the Cloud?
For many years, the customer contact landscape could be divided into three segments: large companies with the resources to invest in on-premise solutions; start-ups whose operations didn’t warrant a call center; and small and midsize businesses (SMBs). These growing enterprises were often caught in the …
What the Presidential Election Reveals about Social Media Trends
Politics aside, the 2012 election is being called the most tweeted event in U.S. history, setting the record with over 20 million tweets.
From the beginning of the campaign season, candidates reached out to diverse groups through both traditional news outlets as well as social channels. …