Our top blog posts in April share a common theme with those from March. Our readers continue to focus on how to move forward in the new normal. Specifically this month, our authors talk about navigating remote work; how to effectively incorporate automation; optimizing new technologies, particularly ASR; and how to successfully, gradually incorporate change. Kathleen also discusses the driving forces that all call center management must understand to be successful.
How to Make Gradual Changes
During my time within the call/contact center industry I’ve had the opportunity to work on quite a few call center projects.
Optimizing the ASR Experience
You ask Siri if you need your umbrella, and she tells you it looks like rain. You ask Alexa to play some jazz, and Miles Davis flows out of the speaker. So, computers understand what we say now, right?
The Fine Art of Contact Center Management
The earliest definition of contact center management that I know of came from Gordon MacPherson, founder of the Incoming Calls Management Institute (ICMI) in 1985.
The Future of Contact Centers?
Despite their increasingly important role in attracting and retaining customers and revenues, contact centers continue to face high agent turnover.
Five Windows into the Future of the Contact Center
The contact center industry has had to evolve with seismic shifts over the past year and a half. Businesses everywhere shifted en masse to work-from-home (WFH) environments: and digital acceleration went into overdrive to cope with them.