Contact Center

Contact Centers – and How to Avoid a Backlash From Your Ex

Contact Centers: Imagine being forced to take your ex partner out to dinner every night for six months - at a time when they are extremely unhappy with you and determined to make life awkward! They order lobster and champagne (because you're paying) and whenever you say something - they ignore you. Sound Familiar? This [...]

August 5th, 2015|Contact Center, Support and Maintainance, Transition|

Contact Center Managers: Remove Your Blindfolds!

Spending all day, every day more or less consumed by the vagaries of the “contact center world” can sometimes lead to the development of a particular blindfold to the points of view of those on the outside of this world. Who Has the Prettiest Uniform Of notable concern and interest are those who, either by choice [...]

August 4th, 2015|Contact Center, Support and Maintainance, Transition|

Why Keep Telling Ourselves that 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 contact center software security. License Sales Driving [...]

Contact Centers: Don’t Delight The Competition By Falling Over

My family’s summer vacation took us on a nearly 4,000 mile road trip. Most people think I’m a bit odd because I relate just about everything I see to contact centers. So it came as no surprise that an experience in Keystone, SD, about 8 miles from Mount Rushmore, would be the inspiration for this [...]

July 31st, 2014|Contact Center|

Customer Service: Success in Selling Starts with Hearing the Telling

As I stepped out my front door recently, I nearly trod on a GPS windshield mount (the kind with the giant suction cup that loses suction at the most inopportune moments) that someone had left on my front step. I don’t own a GPS other than Google Maps on my iPhone. Someone clearly thought it [...]

April 22nd, 2014|Contact Center|

0845: Customer Service Lines are Changing For The Better

From the 13th of June 2014 it will be illegal to provide an 0845 number for a customer service line in the UK. Businesses as a legal requirement will have to provide a standard rate number as part of their customer service lines (for example an 01, 02 number) this is a result of 63,000 [...]

March 13th, 2014|Contact Center|

How Important is First Call Resolution to Your Call Center?

There are many ways to measure customer service within your call center; customer satisfaction, net promoter score and word of mouth index are all metrics that have been used as evidence of the customers voice, and therefore the success rate of the call center. But one metric that can give the clearest measurement in the [...]

February 12th, 2014|Contact Center|

14 Tips to Make Web Chat Work in 2014

2014 will be the year that web chat will certainly grow in the contact centre – and not we're not just talking about with the younger generation. Here are 14  Web Chat tips to implementing a successful web chat policy, complied from a webinar hosted by Genesys Strategic Business Director for Digital Channels, Richard McCrossan, where [...]

February 6th, 2014|Contact Center|

What Makes A Multilingual Contact Center Work?

Many companies operate in more than one language, but the people charged with building and managing the contact center are not always used to thinking multilingually. Here are a few reminders and pointers for a successful multilingual contact center. Some may be obvious, but I can assure you that each of the points below has [...]

February 1st, 2014|Contact Center|

Multilingual Contact Centers: Optimizing the Desktop

There are numerous multilingual contact centres  but the people charged with building and managing the contact center technology aren't always used to thinking multilingually, especially when it comes to the agent desktop. Multilingual Contact Centers: They're Complicated, no Question Callers (or callees for outbound contact) expect to use their own language, or at least the language they do business [...]

January 30th, 2014|Contact Center|