July 29, 2015

How Contact Centers Prevent Agents Giving Good Service

flaw in the slaw

Imagine you’re a call center manager. You’ve got great agent retention, your people are skilled and motivated, and you’re meeting your targets. You’re one of the lucky ones. But under the surface, your teams are stressed to the eyeballs. What’s going wrong? We visited a contact center with exactly this issue recently. Average Retention  Average agent (Read the full article)

Why Keep Telling Ourselves the Software Ship Cannot Sink?


As Microsoft continues to issue emergency patches for the latest version of Windows, and to trumpet the release of a new version which is likely to be even more full of holes, I’m wondering how long business users and customers will put up with this blatant disregard for data security. License Sales Driving New Versions (Read the full article)

Measuring up – Why Contact Centers Need Better Reporting Tools


As the contact center landscape changes, so too must the reporting and analysis solutions that drive decision-making and performance management.   Out of the Box Reporting Systems Don’t Measure Up Reporting is vital to contact center success, both day-to-day and longer term.  But because each contact center is a unique mixture of systems, applications, people (Read the full article)

How Can Visual IVR Benefit Customer Experience?


Customers are still calling. Despite the investment in self service portals, speaking avatars and social media, your customers are still calling you. In fact, industry statistics show only around 20% resolve their issue on their own without calling your contact center. Customers Love Mobile Capabilities The Internet and mobile devices have had a huge impact (Read the full article)

Don’t Get Caught in the Rain


Whilst on a camping holiday to celebrate the Independence Day Weekend, I was reminded of the importance of preventative maintenance as it relates to technical and customer support. Not because I spent the weekend pondering new ways to deliver exceptional support (which, by the way, I did).   Weathering the Storm  It was because during (Read the full article)

Make Your Genesys Configuration Easier to Manage

man hiding behind desk

Genesys products have been developed and fine-tuned for years to deliver across a myriad of business requirements.  They are generally considered to be complex and costly to manage.   Scared to Make Changes? Many organizations would like to make changes to such functions as call routing, skill groups or CTI, but are reluctant to because (Read the full article)

Don’t let Windows 2003 EOS force an MPS upgrade!


Even with Windows 2003 support ending July 14 2015, you  may not need to upgrade your legacy Nortel MPS;  Many enterprises are choosing to stay with MPS 3.5 running on Windows 2008 with the help of PSS. Under Security Pressure PCI and data security requirements are putting pressure on organisations to upgrade from Windows 2003. Many enterprises are still (Read the full article)

The Cloud; Silver Lining Optional

thunder cloud

Ive just read a blog on choosing a Cloud IVR system which, to me, sounds like advice from the 1980s. Back before VXML and web applications, IVRs were siloed technology, self-contained, often inflexible and always proprietary.   I thought we’d moved on! Moved on from there to open standards, flexible solutions, that are integrated with other (Read the full article)

What Does Your Call Abandon Rate Really Mean?

Phone off hook

The definition of Call Abandon Rate is simple; It’s the percentage of calls which come into the contact centre but are abandoned by the caller before reaching an agent.  If X is the number of calls handled by agents, and Y is the number of calls coming in, then your call abandonment rate is (1-(X/Y))*100. Understanding the (Read the full article)

Smart Thinking Beats Dogged Determination


Have you ever been chased by a dog – when you’re driving? A small number of hounds have a bizarre habit of pursuing cars. And their actions bear an uncanny resemblance to some companies. It’s not the crazed expression or the drool. It’s something else … Dogged Determination The dogged determination to chase each car (Read the full article)