WFM - Workforce Management in an Omnichannel Contact Center World

WFM in an Omnichannel World

In spite of the fact that nearly every “call center” is now a “contact center,” we observe little substance to the discussion—much less action—around...
Realities of technology for the small center, including cloud, suites and managed services

Technology for the Small Center

Every small center aspires to deliver good (or great!) service to customers and offer a good (or great!) place for employees to work. The...
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...
Attributes of an Effective Modern UC Headset

Attributes of an Effective Modern UC Headset

To facilitate more seamless workplace collaboration, many organizations have adopted expansive, unencumbered workspaces, deployed with unified communications (UC) systems. Such a footprint is designed...
2018 Contact Center Technology Survey Reveals Critical Needs

2018 Contact Center Technology Survey Reveals Critical Needs

Our 2018 contact center technology survey shows that some things never change, even in an era of massive change! It had been six years...
Could Your New Seasonal Employee Be a Robot?

Could Your New Seasonal Employee Be a Robot?

As a society, we’ve been fascinated with robots since the mid-1950s. My favorite was Rosie from The Jetsons—I’d love a robot maid! While we...
The 4 Steps to Replacing a Contact Center Coaching Program

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...
Sennheiser Technology Supports Contact Center Employees with Special Hearing Needs

Sennheiser Technology Supports Contact Center Employees with Special Hearing Needs

Contact Center managers and business owners who have invested in sophisticated unified communications networks typically understand the urgency of maintaining a skilled, consistent and...
Good, Fast and Cheap! Can You Really Have It All?

Good, Fast and Cheap! Can You Really Have It All?

The old saying, “Good, fast, cheap… pick two,” tells us we can’t have it all. But today’s low-cost contact center technology options send a...
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...
Converging Call Center Technology Ecosystem

The Converging Technology Ecosystem

Over the years, we’ve watched key players in contact center technology change their market positioning. They want the market to take notice as their...
Deciding on Cloud vs On-Premise Technology for the Contact Center

Big Decisions Loom Beyond the “Cloud vs. Premise” Debate

Choices, choices, choices. They are great and yet overwhelming when considering platform replacement. Cloud-based vendors serve up their offerings as private (single tenant), public...