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 Over time, nagging doubts—even when inaccurate or outdated—can earn myth status.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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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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contact center attrition

5 Tips to Lower Contact Center Attrition

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Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric. But these do not offer predictive insight. These metrics can show why an agent […]

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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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Be in the Contact Center Spotlight – Be a Speaker at Interactions 2018!

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Interactions 2018 promises a world-class agenda, with industry experts, innovations and the hottest trends. Some of the most anticipated events at the conference are user presentations—real stories with real solutions and real results. You’ve got a story. We want to hear it. You can be part of this year’s excitement by sharing your experiences and […]

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