Call-Center-Inside-View-Feature

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

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 the Contact Call Center

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...
Mindful Communication in the Call Center

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 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 Contact Center Omnichannel Journey

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

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 Customer Service Experience in Your Call Center

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...
Call-Center-Inside-View-Feature

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...
Evolving from multi- to omnichannel call centers

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...
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...
Contact Center Executive Interviews

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...