Blog

International Customer Management Institute (ICMI) recently launched a poll asking organizations what software they use to schedule their contact center agents. 51% of respondents said they are currently using Excel spreadsheets. Many organizations believe spreadsheets are effective. However, there are some big disadvantages and missed opportunities for those using this method. Does your organization fall into the...

How well is your contact center’s premises-based system working for you? We’ve heard from contact centers whose outdated premises systems caused them to miss SLAs, kept them from hiring the best agents, cost lots of money to upgrade, and resulted in customers having a poor impression of their services. If you haven’t yet looked at a cloud...

Our recent Benchmark Assessment study revealed that 45% of contact center professionals are focused primarily on improving the customer experience. To help our customers go from “Good2Great,” we are hosting a virtual conference to discuss ways that your multichannel contact center can meet the evolving needs of your customers.Our virtual conference Good 2 Great: Make Customer Experience...

We’re proud to announce our annual user conference, Innovation.Unleashed., September 23-25 at the Renaissance Orlando at SeaWorld®. ICUC is consistently an industry standout, and ICUC 2014 will be no exception, with a lineup of speakers, training sessions, workshops and discussions that will transform the way you look at your contact center—and give you the tools to lead...

You've heard it before, and I’ll say it again; happy agents make happy customers! Simple enough, right? So where are all the happy agents?Chances are good that you already have happy agents inside your contact center. But do you know who they are? Do you know what motivates their happiness?Ask for Happy AgentsA great place to start...

Does the service experience build loyalty? Are customers motivated to engage more with your company? Here are some insights from our recent webinar.Being in the Age of the Customer means customers have voice, choice and power—and they’re constantly using all three. Customers demand real-time responses from brands that they expect to proactively “know me, remember me, listen...

By now you probably know that consumers are demanding multichannel customer service and support from contact centers. As they increasingly use text, social, mobile and other emerging channels (in addition to the more traditional ones like voice, chat and email), they’re expecting the brands they do business with to do the same.Responding to evolving customer communications habits...