Call Center Managed Technology Service Tips

Managed Services: Easy to Want, Hard to Buy

Managed services (MS) are easy to want given the desire to lessen reliance on IT, add agility, secure specialty expertise and/or change cost structures....
Smart Call Center Technology Decisions in a Changing Customer Service Market

Smart Technology Decisions in a Changing Market

As companies make decisions about sourcing for new contact center technology, a crucial question to answer is whether to pursue “best-of-breed” (BoB) solutions or...
Call Center Empathy

Some Love for ANI

We all know Automatic Number Identification (ANI). You may recognize it better by the consumer-oriented term “caller ID.” While these two services are technically...
multitasking-and-long-term-planning

The Three Ms of Implementation

Three management factors play a key role in technology implementation success: Project, Change and Vendor Management. Most organizations focus on project management (PM)—the discipline of...
Tips for Technology Selection in the Call Center

Technology Selection at Today’s Speed

While supporting our clients in technology vendor selection, we find that many companies have limited time and resources to spend performing due diligence through...
WFM Budget Prep

State of the WFO Industry

Workforce Optimization (WFO) technology has been a hotbed of activity as buyers and users clamor for new tools and seek to get more out...
The Power of Collaboration in the Contact Call Center

Technology to Empower Agents: Intelligent Desktops

An empowered work environment is one in which agents have a sense of ownership over their work and the right tools to do their...
3 Contact Center Technology Tips for Better Assisted Self Service

3 Technology Enablers Make Assisted Service Shine

Most centers have done an admirable job providing options for customers to self-serve. In fact, they’d love it if customers could handle all of...
Training Aligned

Don’t Shortchange Technology Implementation

Too often, the pursuit of technology is driven by speed and constrained by resources. Experience shows this to be a bad combination. Getting implementation right...
Call Center Knowledge Management

Doing More with Knowledge Management

Knowledge management (KM) is an Achilles’ heel for many contact centers. Some have an abundance of “tribal knowledge” scattered among a core of seasoned...
Underutilized Metrics

CRM and the Contact Center

If you think customer relationship management (CRM) software can only play in the sales sandbox, think again. CRM provides a host of capabilities that...
contact center technology misses

Top 5 Reasons Contact Centers Miss the Mark on Technology Implementation and Support

Contact centers rely on technology to meet their business goals, manage their operations, and interact with customers in a variety of media. Unfortunately, they...