Over the last 10 years customers have begun demanding companies to communicate over multiple channels seamlessly, which has pushed contact centers to strive for better customer service through more innovative omnichannel call center technology. In a...
About Darren Prine
In contact center quality management, detecting which calls need a coach’s attention typically requires listening to a seemingly empirical selection of calls, which is not very productive. For businesses, the question, “What's the trend with my...
Day one of The Annual Healthcare Contact Center Conference is off to a great start here in Salt Lake City! I had the pleasure of sitting in on Kathleen Peterson, Chief Vision Officer at PowerHouse Consulting, give a presentation entitled “The STP...
Many consultants in the contact center industry write on how to turn your contact center into a profit center. Because labor is usually the largest cost in the contact center, optimizing workforce using workforce management (WFM) tools is often one...
With the rise of online self-service and online shopping, more customers are trying to answer questions and make purchases without utilizing a live agent. But, the largest inefficiency with self-service is the loss of a sale or poor customer...
On May 23rd, I attended the 2017 Argyle Customer Experience Leadership Forum. The event is on its fifth year and is known for bringing together leading executives to discuss pressing issues that customer experience professionals are facing as they...
Introduction
Last month we discussed the top four trends for 2017. We are now expanding our list of trends to include a few more important topics to be aware of this year.
Last Tuesday, AWS S3 storage component went down for several hours and created outages for many cloud businesses using AWS. The outage was caused by human error, when an engineer mistakenly took down a larger set of servers than was scheduled. The...
Alterra.ai, a startup out of Palo Alto, CA, has developed deep learning technology for building conversational virtual agents powered by artificial neural networks. With this deep learning technology they created the first ever virtual travel agent.
60% of consumers have higher expectations for customer service now than they did just one year ago, (Global State of Multichannel Customer Service Report) and the contact center is now being recognized as a true asset to companies instead of just an...