I am a convert. Not convict, convert. A year ago if you told me that I would work all day from within one video collaboration app, I would have said “No thanks.” But today I can’t live without it. As a Solutions Architect, my job requires constant communication with my peers, customers and business partners. […]
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:
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 […]
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 […]
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 […]