Tag: contact center technology
Five Key Decisions for Buying Contact Center Technology
In earlier writings, I’ve offered up guidelines for purchasing cloud technology that focus on pricing, service level agreements, and the statement of work. But...
Automation: The Contact Center’s Grocer
In times of crisis, we often find heroes in the unlikeliest of places. The current COVID-19, or coronavirus, pandemic is no exception. The obvious heroes...
Important Trends in Workforce Management Technology
At Pelorus Associates, we have studied the workforce management (WFM) space for over a decade. Our biannual reports delve deeply into the size, composition,...
What to Look for in a Secure Headset
Audio solutions are an effective way to enhance mobility in an office communications network, delivering sophisticated capabilities such as adjustable noise cancellation and directional...
Contact Center Hiring & Retention: Using AI to Predict Which Job Candidates Will Be...
Do you have trouble hiring quality agents? Retaining the superstars? You’re not alone. Surveys suggest agent attrition is a top concern year after year....
Top 5 Posts in February
February may have been short on days, but it wasn’t lacking useful content for running your contact center operation. Popular posts in the past...
Highlights from the 2019 Challenges and Priorities Survey
With nearly 300 participants, Strategic Contact and Contact Center Pipeline proudly report the findings from our fourth annual Challenges and Priorities Survey. Here are...
How to Prepare for 5 Customer Service Trends in 2019
As organizations plan for success in 2019, emerging trends will influence how customer service is delivered. The evolving landscape will drive changes in how...
2018 Contact Center Technology Survey Reveals Critical Needs
Our 2018 contact center technology survey shows that some things never change, even in an era of massive change! It had been six years...
Technology: The Catalyst for Service Excellence
I’m pretty sure, regardless of the size of your center or company, you seek to deliver a great customer experience. And I’m willing to...
Technology Worth Following
OK, let’s set the ground rules. We are interested in defining contact center technology that is worth following today. That doesn’t mean we want...
Top 5 Posts in May
Our top 5 most-read posts in May offer valuable insights, recommendations and tips on managing contact center people, processes and technology. Dive in to...
Smart Technology Decisions in a Changing Market
As companies make decisions about sourcing for new contact center technology, a crucial question to answer is whether to pursue “best-of-breed” (BoB) solutions or...
What You Need to Know About Omnichannel
In this final post in our omnichannel series, we asked our panel of industry experts to pinpoint the most important thing for leaders to...
