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Workforce Optimization has Evolved. Has Your Contact Center?
Customer experience has been called the next battlefield for market share, and on the contact center front this battle is being fought exceptionally hard. It’s an objective that now spans every key...
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Web Chat FAQ: Average Costs vs. Handle Time and Efficiency
Web chat is a hot topic in the contact center space right now, with more consumers clicking that “chat now” button rather than picking up a phone and dialing an 800 number. But rolling out a strategic...
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What Do Consumers Expect from Your Contact Center in the Digital Age?
The digital age is our new reality. We are in the midst of a technological revolution which is taking our consumer-driven culture by storm and unfortunately catching many businesses off guard. With...
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Older QA and Recording Solutions May Put Businesses at Risk
Most consumers replace their smart phones every 1-3 years. Many would never dream of using a phone that’s more than five years old, much less ten. And yet, it’s not uncommon for contact centers to be...
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Legacy Recording Solutions Can Jeopardize Your Customer Experience
If your contact center is like most, you rely on processes for quality management and coaching to optimize the level of service your agents deliver. However, these processes are only as effective as...
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5 Signs Your Legacy Call Recording Solution is a Liability
Customer experience may not be the first thing you think of when it comes to quality management and call recording solutions. But maybe it should be. As recently as five years ago, calls were primarily...
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Building a Customer Engagement Center Business Case: 6 Key Outcomes
Customer engagement is linked to revenue. We’ve seen this correlation recurring everywhere customer experience is studied, from executive-level surveys to the voice of the consumer. A 2016 report from...
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