About Jerry Browne

Current solutions architect and Reachme product manager with eZuce. 25 years in the telephony and contact center space with significant design, technology planning, integration and market research background.
  • contact center

The 3 Simple Features Every Contact Center Needs

Do you have the tools you need to identify, monitor and analyze calls in your contact center?
In every contact center environment, there are bound to be customer complaints.  Sometimes these are about a product, service or business process concern but sometimes they are about our contact center staff themselves.
A customer calls in with a complaint:
Service […]

  • Key Performance Indicators

5 Reports Every Contact Center Needs

To measure KPI’s and track performance
In a recent blog, Why We Love KPI’s (And you should Too!), I discussed the importance of being able to measure Key Performance Indicators (KPIs) in your call center. The KPI’s provide supervisors with actionable and valuable call/agent data which can be used to help ensure agents are providing customers […]

  • measure_success_blog

Why We Love KPI’s (And You Should, Too!)

Do you have the data you need to measure success in your call center?
I was once told by a contact center operations manager that “If you can’t measure it … it never happened.” On the surface, this feels like a drastic overstatement. But in the contact center environment, customer care and efficiency are of the […]

  • Reachme Contact Center is a modern Call Center and Help Desk solution that helps customers find the right person, with the right skills, at the right time.

Shining “Light” on Your Contact Center

Shining “Light” on Your Contact Center
What does the next generation contact center look like?
This is a question that is answered in many different ways by many different groups of people, however they typically incorporate these common themes:

Support of multiple “channels” of communication between customers and contact center representatives
Mobility of both the customers and representatives
Cloud, Private […]

By |February 18th, 2016|Categories: Blog|Tags: |0 Comments