Thanks to workforce management software, it’s possible to have a truly effective contact center that balances the needs of the customer, the enterprise, and the agent. But making WFM as successful possible means staying on top of the latest technological advancements and industry best practices.
Sounds …
In 2000, Netflix CEO Reed Hastings approached Blockbuster (who?) and asked for $50 million for the company he founded. **Spoiler Alert** Blockbuster declined.
Today, Netflix is worth more than $60 Billion. Blockbuster, who at its peak in 2004, had more than 9,000 stores in the U.S., …
My children — who are not little kids and more accurately young adults — don’t remember a time without easy access to the internet. They’re pretty savvy, not only because they’ve grown up online, but also because after years of working in digital marketing, I …
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I’m sure you’ve heard the jingle for The General. It’s boot camp-style cadence is pretty darn catchy. But there’s actually more to it than that. The …
Despite outbound calling jokes, there is no denying that it’s an important business strategy. Outbound campaigns are used for collections and proactive customer contact, automated messaging and scheduled recalls. These outbound calls can provide improved customer contact through automated dialing based on business rules and …
A recent CNBC article discussed the reason McDonald’s stock price hit an all-time high was based on speculation that sales were going to increase due to new digital ordering kiosks that will replace cashiers in 2,500 restaurants.
The fast-food pioneer knows a thing or two about …
Last week, more than 1,500 contact center professionals came together at the Walt Disney World Resort for ICMI’s Contact Center Expo and Conference. The event included call center tours, more than 75 sessions covering everything from cloud solutions for the contact center to social media …
“Technology has advanced more in the last thirty years than in the previous two thousand. The exponential increase in advancement will only continue.”
– Niels Bohr, Danish physicist and Nobel Prize winner
You may have seen this before. Sometimes it’s presented as a recent quote but …
We’ve all either experienced first-hand or have heard a story about a frustrating IVR experience. Now more than ever customers expect to connect on the communication channel they prefer, when it’s convenient for them.
Based on customer expectations, it comes as no surprise that digital self-service …
When we recently kicked off our new blog series on the Now Consumer, Joe Gagnon explained that consumers want issues resolved instantly, on their own time and via their preferred communication channels. Joe shared the essence of what businesses need to do to adapt to …
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