Top 5 Posts in July
Our top blog post in July offered insights from AllStaff’s Eric Berg about customers’ views of offshore contact centers—why offshore centers have an image...
What’s the End You Have in Mind?
In The 7 Habits of Highly Effective People, Stephen Covey articulates this habit so clearly when he asks the reader to picture ... their...
Customer Experience: Collecting Meaningful Feedback
As many of the discussions at Engage 2015, Verint's Global Customer Conference, highlighted, analytics provides valuable insights into customers’ needs and expectations. To really...
Key Metrics to Include in Your Omnichannel Strategy
Our omnichannel series has offered key insights from industry experts on the top challenges that contact centers face when transitioning their strategy from multichannel...
Why Is Engagement Important?
A few thousand years ago, Aristotle articulated a simple truth when he wrote: Well begun is half-done. The first step, the step most often...
Customer Perception: Offshore vs. America
In the course of my business I speak to a few hundred contact center executives every year. One of the topics that seems to...
Add Customer Feedback to the Quality Program
How do your customers really feel about the experience they had with an agent? Incorporating customer feedback into a quality program can help to...
Omnichannel: Tracking the Customer Experience
So far, in our omnichannel series, we looked at the top challenges that contact centers face when transitioning their strategy from multichannel to omnichannel,...
A New Approach to Employee Engagement
Albert Einstein defined insanity as ”doing the same thing over and over and expecting different results.“
Business books rarely start with quotes from Einstein or...
Analytics in Action: Using VoC Data to Create a Better Experience
Last month, some 1,200-plus contact center and operations leaders gathered in Las Vegas for Engage 2015—The Verint Systems Global Customer Conference, where they shared...
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...
Inside View: Pacific Life
Agility is key to success in today’s rapidly changing business environment. No operation is more familiar with the need to quickly adapt to changes...
Omnichannel Strategy: How to Identify and Prioritize Customer Channels
Last month, we shared insights from industry solutions providers about the top challenges that contact centers face when transitioning their strategy from multichannel to...
The Power of Collaboration
In our centers, vast amounts of useful content and ideas exist in the minds of our agents. Collaboration is, of course, hardly a new...
Let ’Em Have It or Bite Your Tongue
The American Heritage Dictionary of Idioms defines the phrase to “let someone have it” as originating in the mid-1800s and meaning “to give a...
Multitasking and Long-Term Planning
Multitasking in the call center is all the rage now. Over the last decade I’ve seen tools that automate simple work, can route any...
First Steps on the Omnichannel Journey
In an earlier post, we shared some of the top challenges that contact centers face when transitioning from a multichannel approach to an omnichannel...
Rethinking Contact Center Metrics: The Problem with Averages
While the contact center environment has evolved a great deal over the past decades, some metrics have not. Many centers focus on metrics that...
Create a Branded Service Experience
Companies spend millions each year on marketing and advertising to distinguish their products from their competitors. Yet after spending their time and resources to...
Inside View: VF Imagewear
Whether you’re in a restaurant, hotel, on a factory floor or dealing with local law enforcement or emergency services professionals, employees’ work uniforms influence...
Top Challenges When Evolving from Multi- to Omnichannel
While many organizations are currently providing multichannel customer service, few as yet have evolved their strategy and systems to deliver a true omnichannel customer...
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...
14th Annual NECCF Vendor Expo: Executive Talk Interviews
I had the privilege to attend the 14th Annual NECCF (NorthEast Contact Center Forum) Vendor Expo at Gillette Stadium—Home of the World Champion New...
From Customer Experience to Customer Engagement
Greetings from Engage 2015, The Verint Systems Global Customer Conference, in Las Vegas (June 8th-11th)! The event got off to a great start Monday...
Long-Term Cost Management
Managing expenses in a contact center is tricky business. We have to remember that the transactions we handle are done in a partnership with...
Gamification: 4 Best Practices to Motivate Agents
A growing number of companies are using gamification in the contact center to motivate agents to improve their performance and skills. “We’re finding that...
Empower Frontline Staff with QM Tools
How are leading-edge contact centers transforming their quality management tools to empower agents? Calabrio Innovation Center Manager Brad Snedeker identified the following four key...
Provide Staff Training in Customer Privacy Practices
With customer loyalty and profitability at stake, it’s important to have sound policies in place for managing and safeguarding customer information. Make sure that...
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