Top 10: Contact Center

Top 10 most viewed posts published in the past year, for this category.

What is a Cloud Contact Center with Salesforce CTI?

Modern call centers need much more than phones. Today, customers interact with companies in complicated and dynamic ways. Email, chat and a variety of social media channels act as multiple points of contact for businesses. So, just having a phone won’t cut it. The future...

Will Chat Bots Be Boon or Bust for Customer Experience?

One of the hottest topics today revolves around chat bots, “computer programs that mimic conversations with people using artificial intelligence ” … to “transform the way you interact with the internet from a series of self-initiated tasks...

Your IVR Is Still a CX Rock Star … Don’t Ignore It

Nearly all customer experience leaders are chasing the same thing: Digital enablement. Service channels like .COM, m.COM and apps offer a multitude of benefits for both customers and companies: Fast self-service, no wait times, lower cost to serve and more. But many...

10 things call centre agents wish for in 2016.

Throughout 2015 we have spoken to countless agents, asking them about small improvements that could positively influence their work satisfaction and performance. From over a hundred responses, we’ve picked the top ten that kept coming back like boomerangs: 1. “Please give team leaders the time...

Ten Ways to Fix Contact Center Turnover

Attrition is the biggest contact center challenge in 2016.That's according to this research from Strategic Contact that outlined the top contact center challenges for 2016 . You could probably change the year and the result would be the same. High turnover is always a...

Top 9 Call Center Trends for 2016

Did you know the cost of poor customer service is over $41 billion per year? Clearly, that number is too big to ignore. More than ever, businesses are competing to deliver superior customer service experiences. In fact, Zendesk reported that 82% of customers stopped doing...

Top 5 Benefits of Call Center Speech Analytics–Why Your Call Center’s Success Depends on...

Call center speech analytics (CCSA) is a recently developed offshoot of Key Performance Indicator (KPI) fields that examines substratal data gathered from communications between customers and call center agents. The applied science of speech analytics for call centers involves, among several other concepts,...

Why The Call Center Matters More than Ever

This is the first of a series of posts on customer experiences in the call center Investment in omni-channel customer service is a prominent corporate trend. Companies are looking to text, Web self-service, instant messaging and just about any other method they can find...

6 Effective Performance Metrics for Contact Center Success

Great customer service means going out all the way to ensure that you and your customers are a happy lot. For businesses that would mean ensuring that a whole set of areas related to customer service are in top-notch condition. A contact center...

Top Contact Center Challenges for 2016

A new study from the contact center consulting firm Strategic Contact outlines the top contact center challenges for 2016.The results appeared in the January issue of Contact Center Pipeline. I've summarized a few highlights here, but the full article is a fascinating read.What really...

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