self service customer experience

Why Consumers Hate Self-Service And What Your Contact Center Can Do About It

Share:

As contact center managers, we’ve heard a lot about how Millennials and Generation Z love solving their own customer service issues. And while that may be true for some, when it comes to getting problems and questions resolved, the majority of consumers still aren’t into the DIY method. According to our 2017 Customer Experience Transformation Benchmark Report […]

Read
shutterstock_362707523-1

WFM vs. WFO: What’s Under the Hood?

Share:

Now that we are a part of NICE, the industry leader in Workforce Optimization, it is more important than ever to understand our entire portfolio of offerings. One area where there has been confusion is Workforce Management (WFM) versus Workforce Optimization (WFO). So what is WFO? Is it the same as WFM? Does it even […]

Read
customer experience

Does Your Tech Stack Up to Deliver Enhanced Customer Experience?

Share:

The value of delivering enhanced customer experience (CX) is well quantified1. A strong correlation between customer experience and financial returns is driving organizations to build a long-term CX strategy that spans not just across individual teams and business groups but the entire organization. This involves a systematic redesign of the basic building blocks – people, […]

Read
shutterstock_417879685-1

Reduce Your Cost per Contact: 5 Tips

Share:

Today’s contact centers use so many metrics to evaluate the health of their contact center (CC). However, many of the most well-known metrics (e.g., handle time) do not show any direct impact to revenue; which is why “cost per contact” should be considered the king of CC metrics. It shows the direct link between operational […]

Read
shutterstock_432081307

Enterprise Connect 2017: Contact Center Round-up

Share:

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. And I ought to know. For ten years, I have attended virtually every contact center session held at the show, the past few years as the Contact Center Track Chair. So, what were the contact center […]

Read