7 myths

7 Myths of Enterprise Cloud Contact Centers, Vaporized

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No matter how desirable innovation may be, we all have nagging doubts about new and beneficial solutions. It’s human nature to stick with well-established routes and adhere to what seems to be the safest path. Over time, nagging doubts—even when inaccurate or outdated—can earn myth status. Certain myths about cloud have developed in large contact […]

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millennial customers

3 Mistakes Contact Centers Are Making That Turn Away Millennial Customers

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When it comes to brands, millennial customers are not lacking for options. The first generation raised on digital tools, the ability to research and choose among thousands of search results is second nature. This has fundamentally changed the nature of their relationships with businesses, as they now favor experience over function. The 1:1 relationship—the interactions […]

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live agents

Best Practice Number Two: Design Self-service to Mimic Your Live Agents

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Last month, we posted a blog that describes how you should begin your company’s self-service transformation by identifying the call center processes where incremental steps toward automation are most likely to be successful. In this entry, we’ll discuss how to design the self-service now that you have chosen inquiry types to automate. The best place […]

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outbound calling

The Secret to Better Outbound Calling? Stop Playing Games!

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As children, my friends and I thought it was fun to ring our neighbor’s doorbell and then hide.  We would hide and wait for them come to the door expecting someone to be there. We would snicker from our hiding place watching how frustrated they would get when no one was there.  And — for […]

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schedule adherence

5 Tips for Improving Contact Center Schedule Adherence

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The backbone of managing labor within a contact center is often centered on a workforce management (WFM) system. WFM systems are responsible for forecasting the volume of contacts (phone calls, chats, SMS, email, etc.) and scheduling the staff required to handle that forecasted volume. Schedule adherence is simply the measurement that quantifies the percentage of […]

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after call work

That’s a Wrap: 2 Simple Ways to Trim After Call Work

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After call work (ACW) is a lot like holiday shopping. You leave your “interaction” at the mall and arrive home with your arms full of boxes and bags and gifts. You wouldn’t simply throw it all in a heap for the recipients to sort out later, would you? Of course not. Instead, you carefully wrap […]

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average talk time

Average Talk Time: The Little Metric with Big Insights

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Average talk time (ATT) is often a neglected little contact center metric. Overshadowed by its bigger, louder counterpart, Average handle time (AHT), it often stays in the background, waiting for someone to notice it and realize its potential. Let’s get something straight right off the bat—ATT and AHT are different, and serve distinct purposes. While […]

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