May 20 2017 The 3 Most Common Contact Center Automation ROI Myths
We’ve all seen them – those sales presentations stuffed with graphs, spreadsheets and charts that portend that all you need to do is sign a contract, and you’ll ascend to great heights as the financial savings hero within your company. Now I’ll ask the rhetorical question, “Have those promised savings ever really been found?” I […]
Read MoreMar 20 2017 5 Best Practices For Implementing A Perfect IVR
The Interactive Voice Response (IVR) systems of the past were simple. They played announcements, greeted your customers and routed callers to available agents. Today, IVR systems fill the much more important role of transforming companies into constantly accessible businesses with a singular goal of addressing customers’ needs quickly and effortlessly. That means your IVR needs to provide a more natural and effortless self-service experience […]
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 […]
Read MoreMar 10 2017 5 Tips To Make Your Next Avaya Upgrade Go Smoothly
Over the past five years, the enterprise voice market, traditionally monopolized by industry giants such as Avaya and Cisco, has changed. Now we’re seeing migrations to platforms dominated by communications and collaboration tools. As a direct result, many of my own customers have recently undertaken major initiatives to either replace or upgrade their telephony infrastructure […]
Read MoreMar 08 2017 Here’s How You Screw Up Proactive Customer Engagement
I wish I could buy a cup of coffee in the morning, a drink at happy hour or lunch at Panera Bread with every customer service leader on the front lines to talk about customer engagement. Could that be you? If so, I’d like to think that by the end of that meeting you would feel compelled to buy […]
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