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Time to Create a Better Desktop

It jumped out at me as big news: Lack of and/or bad desktop tools took the #1 spot on our challenges list for 2019....
Measuring First-Contact Resolution

Measuring First-Contact Resolution

In an ideal world, first-contact resolution (FCR) metrics reflect the customer’s perspective. They capture the center’s ability to resolve the customer’s inquiry within each...
How to Elevate Your Customer and Agent Experience

How to Elevate Your Customer and Agent Experience

The contact center world is getting increasingly more complex. New technologies and communication channels are coming out every year, and customers’ and employees’ expectations...
Contact Centers are Revenue Engines

Lost in the Labyrinth: If Information is Currency, Contact Centers are Revenue Engines

In this installment of the Lost in the Labyrinth series, I position the contact center as the enterprise “fuel” for revenue engines and the...
Technology: The Catalyst for Service Excellence

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...
Contact Center Technology and Omnichannel Success

Will New Technology Drive Omnichannel Success?

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...
Spotlight Q and A

Solutions Q&A: InGenius

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...
Sponsored Post by InGenius

InGenius

InGenius® is a computer telephony integration (CTI) innovator with over 20 years of experience in enterprise telephony. InGenius Connector Enterprise integrates existing telephone systems...
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...