Archive

As contact centers become more complex and expand to support more channels like web chat and social, it’s important to organize support for contact center applications in a way that allows teams to design consistent customer experiences. Most contact centers organize support around siloed applications, having one team that supports the voice channel and a […]

Businesses are losing $62 billion per year through poor customer service (Serial switchers strikes again, NewVoiceMedia, Jan. 2016). This means the new goal must be getting every interaction right. Forrester Research predicts that by 2020, insights-driven businesses, like Baidu and Netflix will quadruple their revenue from $333 billion to $1.2 trillion, growing eight times faster […]

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, […]

As customer call centers have evolved into customer care centers, managers have had to adapt with new strategies for going beyond solving customers’ problems to finding ways to delight them at every touch point. The rewards can be great — customer loyalty and brand advocates — but only if customer care is done right. Making […]

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 […]

Congratulations, your new contact center solution finally received budgetary approval! You have been waiting years for the opportunity to provide a better experience for your customers, a more empowering solution for your employees, and a rich new set of data for your managers. Now you are thinking, “This is my chance and it does not […]

Robert Church, CEO of Aria Solutions, unveils a new 60-day implementation approach called SWIFT™ Premises – a complete, modernized, Genesys contact center solution that can be implemented rapidly and expanded to incorporate the omni-channel experience customers expect. “We’ve seen a lot of companies experiencing revenue and customer satisfaction pressures, because they were looking for a […]