Call Center

Apr 24, 2018

Making Customer Service Personal

If you want personalized customer experiences from your Contact Center, personalize your agent experiences. Routine contact center calls are increasingly being handled by Interactive Voice Response (IVR) systems. That means agents are handling the remaining calls, which are increasingly complex. This calls for critical thinking and personalized problem solving. Contact center customers desire a personal connection, along with an effective and efficient experience.1 This connection requires better-skilled and more engaged agents. A highly-engaged agent creates a more effective connection with the customer and an improved customer experience. But one size does not fit all; creating agent engagement requires the right strategy and personalization. An investment in employee engagement initiatives can lead...

If you want personalized customer experiences from your Contact Center, personalize your agent experiences. Routine contact center calls are increasingly being handled...

Dec 6, 2017

Contact Center: The New Breed of Super-Agents

Transformation is required for contact centers to keep pace with business and consumer trends. The centerpiece of this transformation is a shift...

Transformation is required for contact centers to keep pace with business and consumer trends. The centerpiece of this transformation is a shift...

Nov 20, 2017

Contact Center: You Get What You Measure

These are transformative times for contact centers. There are a few essential activities you might consider as you plan or implement your...

These are transformative times for contact centers. There are a few essential activities you might consider as you plan or implement your...

Nov 14, 2017

The Contact Center Transformation: Change is Already Here

When the world changes around us, how do we react? How do we plan for inevitable change? As the rate of business...

When the world changes around us, how do we react? How do we plan for inevitable change? As the rate of business...

Aug 22, 2017

The Contact Center Dashboard: 5 Metrics that Matter

Customers want brands to value them, respect them, and treat them like individuals. As commerce becomes increasingly distributed, Contact Centers are often...

Customers want brands to value them, respect them, and treat them like individuals. As commerce becomes increasingly distributed, Contact Centers are often...