Verint CX Automation
Measuring First-Contact Resolution

Measuring First-Contact Resolution

In an ideal world, first-contact resolution (FCR) metrics reflect the customer’s perspective. They capture the center’s ability to resolve the customer’s inquiry within each channel as well as track movement across channels. They establish...
Engage Your Agents to Turn Around an Underperforming Contact Center

Engage Your Agents to Turn Around an Underperforming Contact Center

When the team is not performing at expected levels, the troops are gathered together, a rallying speech is given by the supervisor, and after cheerful, optimistic group chatter, everyone breaks and heads back to...
Easy to Get is Hard to Get Rid Of…Ode to Leo J.

Easy to Get is Hard to Get Rid Of…Ode to Leo J.

My father travelled quite a bit for both business and pleasure. Once on a trip to Denmark he was entertained at a business associate’s home. The hostess asked Dad to sign the tablecloth which...
Purchasing Power Contact Center

Inside View: Purchasing Power

It takes a skilled service professional to deliver a quick, competent response to a customer complaint. When an escalated issue has been resolved with empathy, efficiency and grace, it is an experience that uplifts...
How to Improve Agent Productivity

How to Improve Agent Productivity

If you work in a call or contact center, you know that agent productivity is essential to your center’s success. You can do a few key things to help improve your team’s productivity. First,...
Contact Center Pipeline Magazine March 2017

Employees Crave Feedback: Make It Personal and Unique

Feedback is one of the most powerful motivators in a high-performing culture, says Mackenzie Kyle, author of The Performance Principle: A Practical Guide to Understanding Motivation in the Modern Workplace. “We expect people to...
This 1¢ Piece of Paper Is Costing Your Contact Center Millions

This 1¢ Piece of Paper Is Costing Your Contact Center Millions

You don’t have to spend much time on a contact center floor before you notice what seems to be an overgrowth of colorful little pieces of paper on each agent’s desk: clusters of sticky...
Accountability of agents in the Contact Center

Accountability in the Contact Center

“We want to make people more accountable.” Well, amen to that. As a concept, accountability has enormous appeal. It is discussed in relation to government, education, non-profits and every corner of the business sector. Strategically,...