Call Center Agent Appreciation

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 different, the objective—identifying the caller’s originating phone number—is the same....
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 planning, executing, and completing the work of a team to...
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 a formal, “deep dive” selection process. They want to move...
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 of what they already have. Workforce Management (WFM) and Quality...
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 job efficiently and effectively. While empowerment can be applied through...
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 their service needs using automated tools. Yet there remains 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 takes time, well-structured plans, and commitment from the contact center,...
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 customer service representatives yet struggle to find ways to disseminate,...
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 help contact centers serve their customers in excellence, across media,...
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 are frequently disappointed in their purchases. Here is an accounting...
Call Center Technology Liason

Could a Business Analyst/Technology Liaison Be in Your Future?

Whether you’re a technophile or a technophobe, you’re in the technology business when you have responsibility for running one or more contact centers. And yet centers large and small are commonly under-resourced for using...
Contact Center Analytics

Contact Center Analytics: A Look at Goals Vs. Current Use

Do contact centers derive value from their analytics tools? In our 2014 Contact Center Analytics Survey, conducted by Strategic Contact and Contact Center Pipeline, we compared the goals that survey participants initially set out...
Contact Center Pipeline Blog