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Predicting Contact Center Average Handle Time

Aug 15, 2018 7:00:00 AM

Average handle time, or AHT, is one of the most important contact center metrics. It characterizes the duration of call processing by agents and has a strong impact on the whole operation of the contact center. For instance, it directly...

Take Customer Interactions and Self-Service Further with Video

Aug 9, 2018 7:00:00 AM

A growing trend, and a recent survey reports that 83% of customers go to a company’s website for information before using any other channel. And looking ahead, Gartner predicts that a customer will manage 85% of the relationship with an...

What to Look For When Choosing Agent Tools for Improved Agent Empowerment

Aug 8, 2018 7:00:00 AM

It’s no secret that contact center operations are becoming more complex. An increasing number of channels, combined with multiple CRM systems and homegrown applications, makes it increasingly difficult for contact centers to manage data and serve...

The Value of Continuous, Insights-Driven Agent Feedback

Aug 2, 2018 7:00:00 AM

Customer experience is a dynamic journey best served by systems, workflows, and agents that continually improve. The most successful organizations set up the contact center for ongoing feedback and capture knowledge as it grows and changes....

5 Keys: Effortless, Personal, Omnichannel Cloud Customer Service (Part 2)

Jul 31, 2018 7:00:00 AM

Last week we launched Part one of our Effortless, Personal Omnichannel Customer Service blog series and gave you our top two tips! You learned in Part one what makes a true omnichannel contact center and why omnichannel is the key to survival (be...

Make Better Business Decisions: The Importance of Contact Center Surveys

Jul 27, 2018 7:00:00 AM

Key Performance Indicators (KPIs) and Analytics often drive contact centers and are the main influence on key business decisions. But, while quantitative data is critical to performance, qualitative data created from customer satisfaction surveys...

Why Happy Agents Make Happy Customers

Jul 26, 2018 7:00:00 AM

Customer service agents are often the primary point of contact with your customers. It makes sense that you want your customer-facing employees to be helpful, enthusiastic, and happy to be doing their jobs. After all, your company’s reputation,...

5 Keys: Effortless, Personal, Omnichannel Cloud Customer Service (Part 1)

Jul 25, 2018 7:00:00 AM

“How do I get started with effortless, personal, omnichannel customer service?”

This question is one that I frequently get from the biggest to the smallest brands and everything in between. As much as the term “omnichannel” has been used—and...

Context in Conversations Will Make or Break Your Customer Experience

Jul 17, 2018 2:45:22 PM

Recently, in my discussions with several customer service customers and prospects, I noticed that even though each conversation was about a specific issue, many of them were ultimately about being able to communicate with customers in context.

Four Takeaways from CX Leaders at Customer Contact Week Vegas

Jul 12, 2018 7:00:00 AM

Coming back from Customer Contact Week (CCW) 2018 in Las Vegas, Nevada, the largest customer service and contact center trade show, the seemingly “old” subject of customer service looked refreshingly new with discussions of bots and AI. It was...

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