Blog

How well is your contact center’s premises-based system working for you? We’ve heard from contact centers whose outdated premises systems caused them to miss SLAs, kept them from hiring the best agents, cost lots of money to upgrade, and resulted in customers having a poor impression of their services. If you haven’t yet looked at a cloud...

In our recent webinar, Hiring, Managing & Retaining At-Home Agents, we heard real-life examples of businesses that either wouldn’t exist or that would be severely limited in capability and growth potential if not for incorporating at-home agents into their workforce. With cloud solutions, it’s now easy and cost-effective to seamlessly integrate at-home agents into every facet of...

In my last post I discussed offering choices to your customers. Here’s my second best practice that will accelerate in 2014: let the customer direct your queues. These days it’s much easier to make adjustments to queue workflow, regardless of channel. If the change isn’t simple for your contact center, we need to talk! The cloud makes is...

As 2013 winds down, I’ve been reflecting about what we’ve seen change with customer care over the course of the year that will have impacts into 2014. Over the next few weeks I’ll share three best practices that have gained traction and relevance this year and I expect to continue into 2014. The first best practice: offer...

During the holiday season, call volumes can spike unexpectedly for many businesses. Whether you are an online retailer whose website crashed due to Cyber Monday traffic, a video game publisher with an unexpected best-seller, or a shipping company trying to cope with a condensed holiday season, being able to manage fluctuating call volumes is imperative to ensuring...

Out of dozens of conferences and events, arguably the hottest ticket in technology is Dreamforce 2013. Sure it’s a party—they even have a campground (nod to Burning Man…) but the bottom line is that Salesforce has become the most influential cloud platform in the business world. Who doesn’t need CRM? And if you already have the technology, then...

How does your contact stack up next to industry peers and what steps do you need to take to improve? Our new benchmark assessment tool uses best practice data from hundreds of surveys conducted by the Aberdeen Group. After you define your job function, you’re taken to a customized assessment that asks about your primary goal and...