In the course of my business I speak to a few hundred contact center executives every year. One of the topics that seems to...

How do your customers really feel about the experience they had with an agent? Incorporating customer feedback into a quality program can help to...

So far, in our omnichannel series, we looked at the top challenges that contact centers face when transitioning their strategy from multichannel to omnichannel,...

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...

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...

Knowledge management (KM) is an Achilles’ heel for many contact centers. Some have an abundance of “tribal knowledge” scattered among a core of seasoned...

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...

Last month, we shared insights from industry solutions providers about the top challenges that contact centers face when transitioning their strategy from multichannel to...

In our centers, vast amounts of useful content and ideas exist in the minds of our agents. Collaboration is, of course, hardly a new...

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 in the call center is all the rage now. Over the last decade I’ve seen tools that automate simple work, can route any...

In an earlier post, we shared some of the top challenges that contact centers face when transitioning from a multichannel approach to an omnichannel...

While the contact center environment has evolved a great deal over the past decades, some metrics have not. Many centers focus on metrics that...

Companies spend millions each year on marketing and advertising to distinguish their products from their competitors. Yet after spending their time and resources to...

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...

While many organizations are currently providing multichannel customer service, few as yet have evolved their strategy and systems to deliver a true omnichannel customer...

If you think customer relationship management (CRM) software can only play in the sales sandbox, think again. CRM provides a host of capabilities that...

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...

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...

Managing expenses in a contact center is tricky business. We have to remember that the transactions we handle are done in a partnership with...

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...

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...

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...

I have had the same home phone provider for 25 years. I subscribed to that same company’s Internet service 18 years ago. Three years...

Our top blog post in May focused on an age-old challenge for many contact centers—schedule adherence—and offered tips for creating a culture that promotes...

As with practically all improvement activities, an engaged staff starts with the right hires. Passion is a requirement, but it needs to be driven...

How do you dispel the cost center image and focus your top-level executives' attention on the value that great service provides? That has been...

Poor attendance is one of the top reasons for termination in a contact center. According to Benchmark Portal, the average adherence to schedule rate...