what is automatic call distribution?

What is Automatic Call Distribution (ACD)?

Share:

Great customer experience has many components, but one of the most important tasks for contact centers is routing customers, regardless of channel, to the best agent possible. Though the name is a bit outdated given that contact centers now handle calls, chats, emails, social, and SMS, an automatic call distributor, or ACD, has been the mechanism […]

Read
improve cross functional teams

4 Ways to Improve Cross-Functional Relationships

Share:

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 […]

Read
customer_experience

All Businesses are in the Customer Service Business

Share:

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 […]

Read
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
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
1 2 3 18