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3 Keys to Building Customer Engagement – Connect, Automate, Iterate

Thursday, August 25th, 2016

Guest blog post from our friends at SpiceCSM.

According to Gartner’s report, Bridge Silos of Customer Engagement, or Risk Killing Your customer Experience, “Customer engagement is frequently delivered in silos, even though this is a known, significant customer experience issue. While the silos generally can’t be knocked down, … they can be bridged at three critical points: user experience, process and data”. The traditional contact center organization has the greatest opportunity to transform its silos into the enterprise epicenter for customer interaction. Capabilities such as automation, analytics, workflow and verification have the ability to transform agent, customer and enterprise operations.

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Growing Your Contact Center Culture

Tuesday, August 23rd, 2016

A company’s culture is a lot like a farmer’s soil, it’s the foundation from which all of your results grow. A farmer who tries to farm less-than-fertile soil would have a difficult time trying to produce a quality crop. In much the same way, if your company culture has a negative impact on your employees, it will be that much more difficult for you to produce positive business results. While there are a few examples of great culture in the contact center world, there are just as many or more examples of notoriously bad company cultures. Most contact centers fall somewhere in the middle ground.

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Choppy Waters of Marketing Compliance

Thursday, August 18th, 2016

The marketing compliance waters for companies that sell via telephone have always been known to be choppy. But one fitness chain found itself in a bit of a storm when it started leaving pre-recorded voicemails to customers without permission.

Last week, a New Jersey federal judge threw out a lawsuit against the chain when he ruled a single, unsolicited automated dialing system that leaves a prerecorded voicemail is not harmful. U.S. District Judge Peter G. Sheridan dismissed a proposed class action suit that alleged Work Out World Inc. violated the Federal Communications Commission’s (FCC’s) Telephone Consumer Protection Act (TCPA).

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