Lets Get Small…

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I have been in the telecommunications industry for 25 years.  One of the most profound developments has been the miniaturization of telecom technology.  In the 70’s a central office servicing 40,000 lines required a large building to house it and considerable power and cabling resources.

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AHT vs. FCR

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It seems that First Call Resolution (FCR) and Average Handle Time (AHT) have been at war with each other for longer than any of us can remember. In many call centers, both of these metrics are critical to the optimization of day-to-day operations. The big question is, “how can you provide excellent customer service that resolves the customer’s issue in the first call while also getting them off of the phone quickly?” Obviously, your results can vary depending on the business that you serve, but it is rare that a center can be really stellar at both. Most who attempt to be great at both experience the opposite effect, both AHT and FCR suffer.

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Hello Mr. Smith… Hello? Are You Still There?

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Any one who has spent time on a phone will have had this happen to them.  One minute you are talking and the next, the caller is gone.  Or you put someone on hold and you go to pick them back up and they are no longer there.  When this happens, you want to know, ‘Who hung up the call?’

I would like to talk just a bit about the mechanics of a hang up, how you can use Webmanager to find out exactly where the disconnect came from, and some common reasons for calls to ‘hang up unexpectedly’.

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Is NetPromoter the Answer?

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What is NPS?

Over the past several years, the NetPromoter methodology has emerged as a leading indicator of customer loyalty.  Its founders, Dr. Fred Reichheld and SatMetrix, have also linked it to corporate growth.  Here is how it works:

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So… What’s the Internet up to Today?

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For inContact and a host of other services that businesses utilize today, the Internet is absolutely vital. InContact agents using myAgent, and supervisors using inTouch or the Webmanager tools, depend on a stable reliable Internet connection for proper and efficient operation. Fortunately, the Internet today has become very fast and very reliable.

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SaaS and Virtualization…

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Lately, the question has come up asking about the differences between Software as a Service and virtualization.  I suspect this is because virtualization comes up a lot in the same conversations, but let’s be clear, they are different. 

To keep it simple, let just think of SaaS as delivering a fully baked, turnkey service of value to the customer and think of virtualization as simply a way to get more out of existing server hardware.

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