Oct 25 2017 Speech Analytics: How Effective Are Your Agents?
Like most contact care center managers, you probably have some kind of quality control process in place that you use to monitor your agents. Quality control is essential for any call center, but how can you be sure that the process you use is giving you the full picture of how your agents are performing? What’s […]
Read MoreOct 21 2017 It’s Time To Embrace Nontraditional Workstations
The days when people worked only at traditional workstations, seated at a desk with a computer, paper in-tray and notebook in front of them, are long gone. Increasingly, people work while they are on the go, using tablets and phones to communicate and access their data. As mobile technology becomes ever more ubiquitous, the trend […]
Read MoreOct 19 2017 If You’re Using CSAT To Measure Customer Satisfaction, It’s Time For Change
As we’ve discussed in the past, there is a measurable difference between what companies think of the service they’re delivering, vs. what their customers think of that same service. We call this the perception gap, in which 80 percent of businesses ranked their service delivery highly, but only 8 percent of consumers agreed with them […]
Read MoreOct 16 2017 911 Outage Narrowly Averted Due To A Next Generation 911 Solution
(Photo: Courtesy of Baltimore County Fire Department) With all of the 911 outages we have seen over the past few months, finally we hear a story about a Next Generation 911 (NG911) solution that worked as designed and allowed emergency calls to be handled in the midst of a potential disaster. Baltimore County faced a potentially […]
Read MoreOct 14 2017 Increase Customer Engagement With Automated Reminders
The past several years have brought many developments in client contact automation. One that stands out is the appointment reminder. I get a phone call, email, and/or text that is reminding me of my upcoming appointment. This is great, since I have often scheduled these weeks or months in advance. Sometimes I’m given the simple […]
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