24/7 Customer Care: A Growing Trend for Contact Centers

Put yourself in your customers’ shoes for a moment. Imagine you spend all day rushing around at work. Then, you have to rush home, make dinner, drop off your kids at practice and pick them up. By the time you sit down to tackle the nagging customer service issue that’s been hanging over your head, … Continued

Four Ways to Fortify Your Virtual Contact Center

Cloud contact centers are very alluring from a cost and operational perspective. They offer easy scalability, service level agreement (SLA)-backed performance guarantees and access to cutting-edge customer service tools. For these reasons, it’s no surprise that the cloud contact center industry is expected to increase about threefold by 2021, from $5.43B to $15.67B. Indeed, confidence … Continued

Hosted Contact Center Market Set to Flourish

Contact centers, both in-house and outsourced, help enterprises in many ways—from providing a better customer experience to increasing productivity to providing the latest technologies for generating valuable business intelligence. When the contact center is hosted in the cloud, additional benefits abound, such as assured disaster recovery, ease of compliance management, and greater scalability and flexibility. Company … Continued

Contact Center Strategies, Part 1: Multichannel Workforce Management

By now you know that your contact center strategy must be focused on the methods and solutions you employ to improve the quality of the customer experience. What this means for your 2017 strategy is more of the same: more insights into each customer and Communicator so you can better meet their needs and grow … Continued

Customer Experience Predictions for 2017

Customers are leading businesses by their noses into the new year. Some companies are going kicking and screaming into 2017 while others have geared up to meet the demands of a customer-driven marketplace and are sliding more comfortably into the future. Arm-in-arm with keeping up with customer demands, organizations primed for ongoing success have delved … Continued

Best Practices of Top-Performing Frontline Managers

To maximize a team’s abilities, managers must spend a significant amount of time helping team members understand company objectives and coaching them to improve performance. Successful contact center managers have figured out how to address key factors impacting contact center operations, engendering smooth transactions and enhancing the customer experience. Frontline managers who continuously seek quality … Continued

Web-Based Workforce Management Solutions for the Contact Center

Modern workforce management (WFM) solutions allow contact center managers to integrate Web-based scheduling and resource planning, enabling real-time connections with team leaders and Communicators. This sort of visibility into contact center operations helps managers make every second count as business requirements change. WFM tools also facilitate certain work-life balance options, such as working from home. … Continued

Long Hold Times Spell Disaster for Contact Centers

It’s no mystery that customers would prefer immediate service to being put on hold while awaiting customer service support. But how damaging is the hold practice to your business? Consider that 32 percent of respondents to an online Google survey said, “none,” when asked how long they’d be willing to wait on hold for customer … Continued

How to Maximize Analytics to Optimize Customer Relationships

Analytics has taken the identification of contact center issues from gut instinct—or random sampling as managers walk the floor—to a science. It can help contact center leaders get to the root cause of problems, better enabling their resolution. In concert with the right applications, analytics can be used to ensure the optimal duration and profitability … Continued

Keep Pace With E-Commerce Trends in the New Year

Your online business must be responsive—not only to visitors but to trends which, if ignored, may trip you up eventually. With the quick pace of modern societal and technological advances, organizations need to keep a finger on the pulse of their industries and develop the agility to react to pressures at the drop of a … Continued