Implementing Contact Center Solutions? Protect Your Headcount.

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If you’ve been a manager, either contact center or otherwise, you know that getting – and sometimes even maintaining — headcount is a challenge, even when implementing new contact center solutions. In some organizations the budget process can feel like an full-time equivalent battle to the death, with multiple functions dueling and negotiating to justify […]

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You Don’t Know What You’re Missing Without CCaaS

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You’ve probably heard the expression “You don’t know what you had until it’s gone.” While this may be true, I also believe “You don’t know what you’re missing until you have it!” Think back to the 90s. You were perfectly content with your VCR – it played your movies at home, and what more could […]

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The “Squeaky Wheel” – A Contact Center’s Best Implementation Friend

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Every contact center team has that “one” person – the ringleader, the group gossiper, the self-appointed team advocate, the squeaky wheel. Regardless of what you call them, this person can be the biggest thorn in your side or your biggest advocate. When it comes to implementing a new technology solution, engaging this individual in the […]

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improve cross functional teams

4 Ways to Improve Cross-Functional Relationships

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While contact center agents typically serve as the face of the company, we know that there are many internal functions that influence a customer’s experience. A contact center can have the best technology and most proficient agents, but without effective relationships with other organizational functions, the contact center will not be able to deliver the […]

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All Businesses are in the Customer Service Business

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Have you ever had a customer experience that makes you feel like you’ve been dropped into a black hole on Groundhog’s Day? You continue to get looped through the same menus through an interactive voice response (IVR) system and end up in the same holding pattern? The struggle was all too real for me recently […]

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How to Assemble Your Implementation “Dream Team”

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We all remember the Dream Team. You know, the US Men’s basketball team from the 1992 summer Olympics in Barcelona? What some sport journalists claimed was the best team of athletes ever assembled? Alright, well if you lived under a rock during the early 90’s – or better yet, weren’t born – I’ll frame it […]

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call center technology launch

Ensuring a Successful Go-Live Launch for Your Call Center Technology

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You and your project team have poured hours into the design and implementation of your new call center technology platform, and the big day has finally arrived – Go-Live. While Go-Live is the culmination of months – and depending on scope, even years – of hard work, the day itself sometimes just passes us by […]

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call center technology change management

6 Keys to Successful Contact Center Technology Change Management

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Change is hard. As humans we are creatures of habit. Some of us have a hard time adjusting to a change in laundry detergent (you want me to switch from Tide to Gain?!), so it is only natural that we and our agents sometimes have difficulty accepting and adapting to changes in our contact centers. […]

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