Why Customer Analytics Are Key to Unlocking Customer Experience
In today’s highly competitive products and services marketplace, the customer’s experience with your business has never been more important. Knowing a customer’s name and understanding why he or she has contacted you in the...
Where Does AI Fit in Your Contact Center Strategy?
Centralized contact centers handle basic tasks like product support, customer inquiries and telemarketing, but their functions have changed significantly over the years. Nowadays, companies have recognized the contact center’s role as a critical connection...
How AI is Reducing Handle Time and Improving the Customer Experience in 2019
It’s a well-known fact that customers hate to wait. In a recent survey on consumer attitudes, researchers discovered that 35% of the respondents stopped doing business with some of their favorite brands after just...
Top 3 Trends for the Future of Contact Center Training
The world of contact center training is complicated. Trainers are responsible for helping the onboarding process run smoothly for new agents by delivering the best possible training program tailored to the training class and...
How to Promote Customer Loyalty in the Age of Complexity
Conventional wisdom accepts that it’s cheaper to keep existing customers than to get new ones. Then why is it companies pay so little attention to creating brand loyalty? Treating your customers right and giving...
Why You Need to Perform Customer Segmentation at Your Contact Center
You likely run targeted marketing campaigns, have multiple levels of products, and offer different sales terms to meet the variety of needs of your customers. Why offer so many choices? A one-size-fits-all approach to...
Coronavirus = Business Continuity Plan
Do you have the appropriate technology for your staff to work from home during a disease outbreak?
Operational service delivery has changed rapidly due to the Coronavirus. Those organizations that have not had success with...
Call Center Preparation for the Coronavirus
Call centers are a hub of germs! Reps sit close together in pods, they sometimes share headsets with their supervisors, they are stuck inside without fresh air every day, and they share bathrooms and...
Why the Call Center Was Already Collapsing—Even Before COVID-19
COVID-19 has made the fundamental flaws in phone-based support impossible to ignore. Overwhelmed and under-equipped reps are struggling, anxious customers are stuck on hold for hours, and the very premise of crowded call centers...
A Cloud-Based Dialer Checklist
If you are moving from a premise-based system to a cloud-based system, you may not know all of the features to look for. Premise-based systems tend to be more antiquated and less flexible. Cloud-based...
Rebooting Your Workforce Management Strategy
Our workforce management (WFM) landscape is changing at breakneck speed. Many organizations are now 100% work-from-home or have a workforce divided between brick-and-mortar and virtual agents (82% are WFH since July 2020—Gartner). This presents...
Why Teamwork Is the Most Important Investment You’ll Ever Make
What do NASCAR drivers Kyle Busch, Martin Truex, Jr., and Jimmie Johnson have in common? Each driver qualified for the 2017 Monster Energy NASCAR Cup Series. They’ve each seen their share of the winner’s...
The Sound of Productivity: Improving the Workplace Through Superior Audio
Science is bearing out what we all know to be true from our own experience: Noise levels in the workplace are a notable deterrent to productivity. Independent studies of business environments that employ some...
The 4 Steps to Replacing a Stale Coaching Program
As I travel and speak with contact center leaders around the world, a very vocal set of customers tell me that their call recording and coaching programs have gone stale. Trapped under heavy versions...
Seamless Self-Service Starts in the Contact Center
Customer Experience (CX) as a term may have many definitions, but it is generally accepted that it is all about creating personalized, seamless, low-effort customer interactions. By its very nature, CX takes a holistic...
Building Your Training Team from the Ground Up
One of the most vital components of any contact center is the training department. No matter what kind of center you operate, it’s critical that those interacting with customers possess and maintain a solid...
Why Size Doesn’t Matter: No Business Is Too Small to Care about Customer Experience
Small and mid-sized companies can no longer be complacent in their customer service, leaving premium customer care services to the corporate giants that can afford it. Companies of every size, in every situation—from trying...
Headset Is No Longer Just a Headset
Engineering new premium audio applications for the future of unified communications.
Director of Research and Development Jesper Kock explained how headsets have emerged as a key technical and personal interface in unified communications environments. Jesper...
How to Get the Best Headsets for Amazon Connect
If you’re looking for the best headsets for your call center agents working on Amazon Connect, here are our top picks. The type of headset you choose will depend on what you use your...
Solutions Q&A: FrontLine Group
If you have not heard of FrontLine Group before, you may be surprised to learn that it is part of one of the largest and oldest Canadian-owned collections firms, CBV Collection Services Ltd., with...
