Archive

Most contact centers use interaction data to justify or support contact center metrics, such as average call handle time, speed of answer, abandonment and even first call resolution. But when you think about it, doesn’t it make more sense to capture data at the event and interaction level? This would allow for much more powerful analysis, […]

Successful contact centers have always relied on speed. It’s about getting more done, in less time. To better manage customer conversations and respond to their inquiries in a timely manner, contact center agents need access to the right information immediately. The trouble is – most contact centers face data silos and believe that expensive, custom […]

Much has been made of “omni-channel” focus within companies and contact centers – and rightfully so.  Customers now have more ways to communicate with businesses than ever before. They can choose to engage via voice, smartphone apps, email, chat, as well as through an ever increasing list of social media options! According to ContactBabel’s 2014 […]

Those who know me – know that I often say “the secret to happiness is low expectations.” While there is an element of truth to this, and it is usually good for a laugh, the real secret to happiness in business is CLEAR expectations. Without clarity, clients don’t know what to expect from vendors and […]