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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customer_experience

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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call-center-implementation

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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