Contact Resolution and Agent Empowerment will Increase Customer Loyalty

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There are lots of quotes about making mistakes, undoubtedly because we all mess up sometimes. Personally, my favorite of these quotes is “It’s not how we make mistakes, it’s how we correct them that defines us,” and this couldn’t be truer when it comes to customer service. Organizations put a lot of emphasis on avoiding […]

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Incorporate Technology Effectively in Your Contact Center – Your Agents will Thank You

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If you follow customer service trends then you know that technology continues to blur the line between digital and physical customer experiences. While technologies like chatbots and artificial intelligence (AI) can play an obvious role in shaping the customer experience, true transformation comes from not only looking digitally outward at your customers, but inward as […]

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Disaster Recovery Plans for Your Contact Center – Consider Cloud

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Each year as Southeasterners brace for another hurricane season they are advised to develop disaster recovery plans. How will they protect their home? How should they stock their pantries? Where will they evacuate to? This year’s active hurricane season prompts us all to reflect on our own readiness in case of disaster, including in the […]

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contact center gamification

Contact Center Gamification Mistakes to Avoid

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It was the start of a new fiscal year, and my team was pumped and ready to meet the lofty goals set for our contact center. To capture that momentum and further motivate my team, I launched a contact center gamification program-racing to the finish line. At the end of every day, each agent would […]

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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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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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