Bob Fike
Bob Fike
An executive with 30 years of experience in communications and technology, Bob is a well-respected leader and pioneer in software development and contact center solutions. Over the past 15 years, Bob has served as the top executive for Fortune 500 companies such as Bell Labs, AT&T, Ameritech and Bellcore. Bob has achieved a PhD in Systems Engineering and a Masters in Mechanical Engineering from the University of Arizona. His bachelor's degree in Mechanical Engineering was received from Carnegie Mellon University.
Turning Agent ‘Best Practices’ into Standard Practice
Best practices are a rarity in the call center environment. And even more so in the work-at-home call center environment. There, I said it....
Overcoming Agent Availability in the Work-at-Home Call Center
Maximizing agent productivity and managing agent availability can be a challenge with Work-At-Home Agents (WAHA). Is the work-at-home agent dispostioning the call correctly? How...
FCR and the Bottom Line of the Contact Center
Only 43% of contact centers measure First Contact Resolution (FCR) according to research done by SQM Group. But, how can this be? Measuring this...
4 Agent Scripting Myths Debunked
Have you ever called a contact center and felt like you're talking to a robot instead of a human being? Often this feeling of...
Smart Agent Desktop, Smart Agents, A Smart Contact Center
Contact center agents within the financial services industry showed that the average agent worked across 7 applications every day and more than 15 percent...
Key Metrics Impacted by a Consolidated Agent Desktop
In general, an average of 25% of inbound calls are a follow-up to a prior interaction. This means that roughly 25% of the calls...
Are You Losing Customers Because of Your Agent Desktop?
At the recent Customer 360 Summit, analyst firm Gartner stated that 83% of customers are likely to change service providers after a single failed service...