Mar 10 2016 It’s The Application Stupid
In the 1990s, Bill Clinton’s Presidential campaign coined the tagline”It’s the economy, stupid”. That phrase continues to influence the political scene two decades later. The premise, which links the success of a President to the performance of the economy, has applicability to commercial contact centers. In the never-ending debate on ranking technology vendors, whether it […]
Read MoreMar 03 2016 Customer Engagement: Contact Your Customers Before They Contact You
Customers Ask That You ‘Engage Me’ A proactive customer engagement strategy provides an opportunity to increase the efficiency of the contact center, improve customer retention and loyalty, and contribute to revenue growth. When measuring the effectiveness of a company’s overall customer service, you need to ask to what degree do you “contact your customer before […]
Read MoreFeb 24 2016 Upgrading Your Phone Switch? Do You Trust Your PBX Vendor To Upgrade Your Call Center Too?
Is Your PBX Vendor a True Contact Center Expert? Over the past several years, I’ve had the opportunity to witness several of my call center customers upgrade their telephone systems to the latest virtual telephone environments offered by the leading vendors. Each had a good reason for the initiative “disaster recovery, operational efficiencies, and cost […]
Read MoreFeb 17 2016 What Does Management Services Really Mean For Your Contact Center?
We all have maintenance agreements with our vendors, and we all hear the terms “support” and “patches” thrown around day after day. What do these terms really mean though when you are the person responsible for keeping your customer service contact center humming along? All too often manufacturers and resellers use these terms to mean, […]
Read MoreFeb 10 2016 Gain-Sharing: The New Model For Application Development – Moving From Transactional Vendor Relationship To A Financially Aligned Partner
Most technology projects deserve the bad rep they frequently get: late, over budget, and fail to deliver the expected business value but the vendor still gets paid. The problem stems from the vendor having no other incentive but to ensure they are sufficiently compliant with the work statement. For years, gainsharing or value-based arrangements have […]
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