Apr 04 2017 The Hidden Cost Of Agent Dissatisfaction
When you’re talking about the ROI in the context of a contact center, typically the discussion will almost exclusively center around customer satisfaction. While this measurement is important, there is a potentially larger and more fundamental cost pool that is generally ignored. How satisfied your agents are with their job. Their satisfaction matters because of its direct […]
Read MoreMar 31 2017 Are Your Customer Contact Solutions Mobile-Ready?
It seems like the numbers are finally confirming what we’ve known to be true for some time… “The Centers for Disease Control and Prevention has been tracking phone use for a decade and the number of households only using cellphones had been rising by about 5 percentage points each year. Lately, the increases have been […]
Read MoreMar 29 2017 Day In The Life: Automation Isn’t For Everyone
Let me start by saying that I get a commission. I do not really know all the details. But, I know that when we sell something, I get an extra dollar or two in my pocket. Why do I tell you this? I think it demonstrates something about our organization, as well as the state […]
Read MoreMar 25 2017 How To Migrate To NG911 In 5 Steps
For most Public Safety Answering Points (PSAPs), the migration to Next Generation 911 (NG911) is a daunting journey with no clear path. This is understandable because, unlike most technical upgrades where one vendor provides you with their “best practices” to upgrade to their latest offering, NG911 encompasses many different technologies from different vendors. So, while most of […]
Read MoreMar 22 2017 How Much Does CTI Cost?
“How much does CTI cost?” While this seems like a straightforward question, the best answer I can give you is, “It depends.” But in order to understand why that is, let’s take a deeper look into the technology itself. Computer Telephony Integration – or CTI, as it’s commonly referred to – is the technology that […]
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