Technology

Most contact centers know they need a more analytical approach to understanding the customer experience. In our 2017 Workforce Optimization Survey, a high percentage...

We can’t publish a series on trends without including artificial intelligence (AI). In our five-part series on hot topics that are impacting contact centers,...

To facilitate more seamless workplace collaboration, many organizations have adopted expansive, unencumbered workspaces, deployed with unified communications (UC) systems. Such a footprint is designed...

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...

There is one thing that becomes immediately evident to Teleopti’s contact center clients—that this is a company that walks the talk when it comes...

Technology selections without strategy, requirements and criteria are like rudderless ships that roam the sea of options without docking at the right ports. Some...

As I travel and speak with contact center leaders around the world, a very vocal set of customers tell me that their call recording...

The future of work and the impact that artificial intelligence will have on the workforce has been a hot topic lately. The publicity has...

The need for remote access to core contact center infrastructure continues to grow. Whether implementing a home agent program, accommodating “on the go” leaders,...

Choosing a new contact center solution is a big investment that will affect your everyday operations and the experience you provide to your customers....

Seventy-seven percent of Americans have a smartphone. Two-thirds of Americans access the Internet via smartphone at least as much as by computer. Of the...

Omnichannel is everywhere—vendor marketing, analyst articles, conference sessions, client wish lists. While touted as a new concept, it doesn’t seem all that different from...

Customers want the ability to decide when and how they will communicate with your company. That’s old news, isn’t it? It is more like:...

Coca-Cola. Harley-Davidson. InGenius. What do these companies have in common? In today’s “be everything to everyone” marketplace, they offer a refreshing business model: Do...

Technology is the great enabler but too often falls short in delivering promised results, leaving users and executives frustrated. Whether pursuing exciting new technology...

Twenty years ago, I was standing on a loading dock directing the two trucks transporting our new ACD phone system into the building. Ours...

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...

Do you listen to your customers in real-time? What types of things do you need to know about what’s happening now versus reviewing post-call...

If you manage a contact center, you know the drill. Agents struggle to achieve proficiency and meet performance goals. Supervisors don’t do enough—or the...

Many centers struggle to find the right frontline staff, and then suffer further when hirees don’t show up for training, quit during training, or...