One of the benefits of working in the Contact Center industry is that we become highly trained in tracking and analyzing data and then putting the results to work for us. There are countless metrics to analyze in a contact center. However, the metrics that we primarily focus on are the ones that tell us […]
Factors Driving Growth in the Contact Center
What are the primary factors that drive growth in the Contact Center? This is a question that we ask and explore on a regular basis since we are part of an industry that changes rapidly. Like many, the contact center industry is driven by technology, so we change and grow as technology changes and grows. […]
Social Media and the Contact Center
One of the most important contributions the contact center makes to the businesses it supports is the ability to positively impact the customer experience thus positively impact the company brand. In fact, in a recent article published in ICMI, it was reported that “95% of businesses indicate their customer care has a direct impact on […]
The Importance of Customer Service on your Amazon Sales
This year, 2018, marks 20 years since the start of Amazon. It’s hard to believe that what started as an online book store has now become the world’s largest internet retailer. Amazon has been under the leadership of CEO Jeff Bezos, and while it hasn’t always been smooth sailing, he has managed to find ways […]
Building Trust in the Contact Center
Today’s contact center plays an important role in the day-to-day operations of the businesses we support because we are the customer-facing part of the business. The contact center fields hundreds, if not thousands, of calls each day that support the customer in a variety of ways, so it is very important that the contact center […]
Channels of Customer Engagement: Which are the most efficient and cost-effective?
The Contact Center industry is ever-changing; we are a technology driven industry; as technology changes and evolves, so does the contact center. One of the greatest changes we have seen in recent years is the increase in the number of channels that are available for us to engage with our customers. For the contact center, […]
Ten Ways to Fix Contact Center Agent Turnover
What is the BIGGEST challenge in the contact center today? If we were to conduct a poll of contact center managers, we would likely find that the biggest challenge in the contact center is agent attrition or turnover. Historically, this has been the case as well. Year after year, agent turnover seems to be the […]
How Live Chat Impacts Online Sales and CSAT
One of the best aspects of being in the customer service business is the number of ways that we can communicate with customers today. Yes, phone and e-mail are still in the mix of communication but in recent years, Live Chat has quickly grown in popularity from being a “nice-to-have” to being a “must-have.” In […]
How to Clone Your Best Call Center Agents
If you are a manager of people in your organization, you know first-hand the challenges and complexities of managing a variety of personalities. Not only that, but the goal of every manager is to make sure department goals and objectives are met in the process. One of the nuances of management is that there are […]
How Artificial Intelligence Is Transforming the Contact Center
Today’s contact center has truly become the center of business operations for many companies. In fact, most contact centers are the heart and soul of the company and function as the primary means of interaction between the business and the customer. Not only are there a number of business processes that are handled by the […]