By: Paul Ridenhour On: February 20, 2019 In: Contact Center Comments: 0

The World Wide Web as we know it today has only existed for about 30 years but has completely revolutionized how businesses and people connect and interact. If you look back 25 years, you would discover that to pay a utility or credit card bill most consumers had to whip […]

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By: Derrick Chin On: January 20, 2019 In: Contact Center Comments: 0

Since my early days working in Contact Centers, I have always viewed Contact Center management as if I was a zookeeper trying to keep order between all of the different animal populations. We need to make sure not to put the flamingos in the same enclosure as the lions so […]

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By: Mike Stettler On: December 31, 2018 In: Contact Center Comments: 0

One of the most common questions I hear from clients who manage agents in a multichannel environment is, “Why can’t we just do it like our phone business?” It’s a great question and there are far more reasons why you shouldn’t run other channels such as chat, messaging or social media […]

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By: David Currier On: December 05, 2018 In: Contact Center, Genesys, Interactive Intelligence Comments: 0

The need to communicate with each other has always been a critical part of the human experience. We communicate face-to-face with words, gestures, posture, and facial expressions. But as technology has progressed, we have found the need to communicate across greater distances in less time with greater efficiency. Success in […]

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By: Derrick Chin On: October 17, 2018 In: Contact Center Comments: 0

Like any technology that you procure for your team, there are many choices and variations. What should you be looking for in a CRM? Why is one feature more important than another? What’s the difference between a Sales CRM versus a Service CRM? The hardest part is determining where to start. Here are a few questions you can ask that will start you down the right path:

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By: Max Greene On: September 21, 2018 In: Contact Center Comments: 0
By: Paul Ridenhour On: August 10, 2018 In: Contact Center Comments: 0
By: Jimmie Chevrier On: July 26, 2018 In: Contact Center Comments: 0

One of the best and most effective ways a contact center manager can get to know their agents is through the practice of transcript reviews. A manager can really only spend a very limited time observing any one agent on the floor, so reviewing transcripts will provide a massive amount of information about what the agents are doing in the trenches and afford the manager the opportunity to provide better coaching for all the agents.

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By: Norman Seto On: June 22, 2018 In: Contact Center Comments: 0
By: Mike Stettler On: January 07, 2018 In: Contact Center Comments: 0