Following the Rules with Governance

Analytics-based governance keeps our contact centers running in full compliance with internal best practices, legal regulations, and more. Our Governance Team defines goals, guidelines and terms across the organization; communicates with internal departments on these specifics so that everyone is on the same page; uses data to measure adherence to goals, guidelines and terms; and … Continued


Analytics – Real Time and Relevant

Our Business Analytics solutions have helped many organizations mine and analyze their existing data and turn it into interactive visualizations and easy-to-use analysis tools, focused on improving results and providing vital insight. Most importantly, we turn large amounts of data into something useful for our clients by doing things like determining pockets of your most … Continued


Gamification: Enhancing Employee Engagement in the Contact Center Space

Keeping employees engaged is a goal for every contact center. In a world filled with social media, where myriads of people are involved in habitually playing games and using fun apps to send pictures and messages to their friends, why not apply the same logic to their work environment? Gamification leverages employee’s natural desires – … Continued


Keep The Creativity Coming!

In business, especially in the contact center space, it’s easy for teams to keep doing business as usual once they learn what works.  A good contact center knows their customers, all the ins and outs of their proprietary technology, and has developed an array of standardized strategies for handling challenges. However, when the ultimate desire … Continued


Gain Contact Center Efficiency With Desktop Automation and Analytics

Your Communicators all possess different skill levels. So, how can you best identify who can do what, as well as where training is indicated, to improve the quality of customer care and maximize profitability? As you embrace omnichannel and seek to improve the customer experience, how can you ensure that frontline staff become more productive … 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


Gearing Up Your Contact Center for the Holiday Rush

From early October through December, the contact center reflects both the uptick in holiday shopping and the push to hit the year’s projected numbers.  When you’re standing in a line waiting for the doors to open on some retailer’s one-day only seasonal sale, just imagine the hold queues forming in contact centers that didn’t prepare … Continued


How to Move From Data to Insights to Action

As a business leader, you are told often enough to harness the data in your organization to drive more-effective decision making. And maybe you’re thinking “easier said than done”—and you’d be correct. It’s a struggle in today’s business environment to rein in data when more and more of it arrives every day. Yet the amount … Continued


The Time is Now For Predictive Analytics

There’s no denying the fact that technology has transformed the contact center, allowing businesses to better care for customers, improve business processes and boost revenue. One such technology that’s affecting positive change within many organizations is predictive analytics. In fact, the  analytics market is booming. Valued at roughly $694.6 million in 2013, the predictive analytics … Continued


Why Providing Agents with Analytics is Essential to Your Success

In The Art of War, Sun Tzu writes that “Every battle is won or lost before it is ever fought,” referring to the immense preparation that is necessary to be su ccessful in war, and the need to arm soldiers with all the tools they might need. The world of customer care is no different. … Continued