Blog

Sometimes it is so easy to think about the path we want our customers to take, i.e. "Press 1 for Customer Service, Press 2 for Sales, Press 3 for Technical Support." On our side of the equation we are thinking about queues and skills, agents and call flow. We want to make sure the call is routed...

At some point in the procurement cycle for UK Contact Centres, the focus will turn to the business case and the return on investment. That’s only right and proper as buyers have a duty to their stakeholders to ensure that the investment makes sense. So it never comes as a surprise. What does continue to surprise me is...

Are your customers satisfied with their contact center service experience? Alan Clayton, Director, SBO Customer Service and Collection at Wellstar can answer that question with a resounding “yes.” Wellstar, a not-for-profit health system, is recognized as a national leader in comprehensive care and serves more than one million residents of northwest Atlanta. Their 53-seat call center handles hospital...

In my experience, I’ve found that an agent is 10 times more likely to avoid calls towards the end of their shift. If you’re a contact center leader, what measurements do you put in place to control and/or capture such behaviors? Now don’t get me wrong, I know we have exceptional agents out there that would never...

Out of dozens of conferences and events, arguably the hottest ticket in technology is Dreamforce 2013. Sure it’s a party—they even have a campground (nod to Burning Man…) but the bottom line is that Salesforce has become the most influential cloud platform in the business world. Who doesn’t need CRM? And if you already have the technology, then...

At the heart of every contact center success story is a team of people who are raising the bar to make a difference. People who decide that they are willing to go above-and-beyond to make an impact on the goal they are trying to achieve – higher conversion, increased loyalty, or in the case of 2-1-1 San...

Right now the seasons of four major professional team sports overlap – football, baseball, hockey, and basketball. (And let’s not forget collegiate athletics.) What does this have to do with contact centers? More than you might think. With people across the country rooting for their favorite teams, conversations inevitably turn to whether or not the coach made a...