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 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 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 […]
Read MoreMar 16 2017 How Proactive Notification Solutions Can Go Horribly Wrong
I have spent my entire professional career working with companies on the effective use of technology, and I still believe that any IT solution can provide a company with a competitive advantage. Because of this belief, I want to correct the misconception of some (not all!) business decision-makers that silos IT solutions as a “necessary evil” expense item over time, rather than […]
Read MoreMar 13 2017 Moving Your IVR TO The Cloud? Here Are 6 “Free” Tips To Help You Get Started
“Let’s just move the IVR to the cloud!” Your boss, CFO, CIO and everybody else seems to be saying it. And you agree. (All of you have probably read Chad’s blog on CapEx vs. OpEx.) Moving to the cloud gets you the redundancy and capacity you’re no doubt looking for, in addition to helping you […]
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