A Great Cross-Channel Journey Means Great CX
Recently, the Harvard Business Review published a blog post called Don’t Let Data Paralysis Stand Between You and Your Customers. According to this article HBR reminds us how in the last couple years,...
View ArticleImproving Operational Excellence in the Contact Center [Webinar]
According to recent Ovum research, more than 70% of consumers use three or more channels to get their question answered or their problem resolved. The question is no longer about which channels you as...
View ArticleHave You Cracked the Customer Loyalty Code?
In a recent blog post titled Converting Loyalty into Economic Advantage, Bain gives us very helpful insights on how to achieve growth through customer centricity. In particular, Bain shares with us the...
View Article6 Reasons to Buy WFO from Your Contact Center Infrastructure Vendor
Think back to 10 years ago. Or even just five. The landscape of how customers interact within and around the contact center has been astoundingly dynamic, and there are very few signs of things slowing...
View ArticleIncreasing First Contact Resolution With Speech Analytics [Webinar]
First Call Resolution has become the “Holy Grail” of call centers, and for good reason. Around 30% of many companies’ calls are repeats. This represents an enormous and largely unnecessary expense....
View ArticleOptimize Your Contact Center Operations – 7 Quick & Easy Ways to It!
The growth of the virtual contact center is being driven by the coalescing of cloud computing, embedded analytics, multi-channel interactions and a growing renaissance of voice communications in...
View Article3 Key Metrics That Really Matter In Your Contact Center
As long as I have been working in the contact center industry, I have been fascinated by the vast amounts of data, information, reports and KPI’s that are produced to help increase efficiency and...
View Article3 Reasons Why You Need Customer Interaction Analytics
At a recent conference of contact center leaders in Canada, a consultant took the stage and asked the audience how many of them were using what he called, ‘voice of the customer analytics.’ He defined...
View ArticleDo Your Contact Center Agents Have Mullets?
So there I was, meeting with the VP of Customer Experience of a large telecommunications company to discuss the contact center challenges they were facing in delivering on their brand promise, when...
View ArticleContact Center Coaching – How to Cancel Out the Noise!
Have you ever sat in a noisy restaurant, trying to enjoy your food and understand what those at your table are so passionately discussing? Personally, I always have a hard time keeping my concentration...
View ArticleWorkforce Optimization and Your Contact Center: Five Benefits of an...
Workforce Optimization (WFO) solutions come in all shapes and sizes. The majority of WFO solutions find their roots in the early days of call center evolution through basic call recording capabilities...
View Article3 Types of Analytics Every Contact Center Manager Should Know
Business intelligence, analytics and big data have been buzzwords in the IT industry for a while now, and the old saying that “you cannot manage what you cannot measure” will hold true for many years...
View ArticleAchieving Success in a Changing Contact Center Environment [Analyst Blog]
Thanks to the proliferation of social media and mobile devices, the way that customers choose to interact with providers of goods and services is rapidly changing. Channels like Facebook and Twitter,...
View Article3 Ways to Turn Speech Analytics in to Action
Turning analytics into action is probably high on the list of both the VP of Customer Experience and the Director of Contact Center Operations. In their attempts to better understand the customer...
View ArticleHitting the Open Road Made Easy by Self-Service
We are in the height of the summer road trip season – packing up the car, turning up the tunes, hitting the open road, and eventually having to stop for gas. Over the years there has been a continued...
View ArticleModern Measures of Contact Center Performance & Customer Experience
Today’s contact centers are one of the most important components of a company’s relationship with its customers. As new channels and technologies are integrated into the contact center, customer...
View ArticleWhat is Your Contact Center Hiding? Improve Performance with Predictive...
Are your contact center’s key performance indicators (KPIs) giving you the the whole story? For many companies, the contact center is the ‘front door’ to the business. While you can ensure employees...
View ArticleGet The Definitive Guide to Customer Interaction Analytics from ContactBabel...
ContactBabel, a leading contact center industry analyst firm, recently released The Inner Circle Guide to Customer Interaction Analytics, which is by far the most comprehensive report about interaction...
View Article
