Contact Center

Is Your Contact Center Toolkit Fit for Purpose?

Contact Centers are like toolkits. They contain the tools the business needs.  That seems obvious in a way, and it kind of makes sense. Toolkits, however, usually contain tools you needed once but will probably never use again, tools you use every day, tools you thought you had to have, and some things that [...]

January 19th, 2016|Agent Desktop|

Contact Center Migration: Help! Aliens have taken over!

Contact Center Migration Ever seen the cult movie Invasion of the Bodysnatchers?  The film's heroes discover that humans are being taken over ... one-by-one ... by aliens. Their friends look exactly the same as before. But now they behave very differently. And if you're about to perform a contact center migration then there's an important [...]

September 22nd, 2015|Main Story, Support and Maintainance, Transition|

Agent Desktop – How A Unified Solution Can Help You

Desktop tool sets used to be highly customized, built to order, difficult to change and slow to evolve. They were tailored to the needs of a particular business, a particular group of users, and the unique set of back-end processes and applications which were used in that business. But that’s all changed. Agent Desktop: Unified [...]

September 10th, 2015|Agent Desktop, Sub Story|

Application Migration: Bridge the Gap or Your Treasured Apps Will Disappear

When you next move house, imagine something bizarre happens; CDs play backwards, the TV changes channels every five seconds, and your family photo albums are mysteriously blank. This sounds like a goofy B-movie. But there’s an eerie parallel that can happen when you move to a new contact center platform or solution or try for an application [...]

September 8th, 2015|Sub Story, Transition|

SIP Services Using Voip

Customers are increasing their use of multiple channels such as email, web and chat—often in tandem—for business dealings, growing the number of interactions and driving the traditional contact center to become a customer experience media center. VOIP Contact centers are in the middle of a long-term transition from traditional TDM-based telephony to a SIP [...]

September 5th, 2015|Transition|

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|

PSS Tackles Pain of Switching Contact Center Vendors

Companies can now avoid a 'failed relationship backlash' if they decide to switch to new contact center technology with a different vendor. PSS is offering to provide short-term support for legacy systems, so companies are no longer at the mercy of their previous vendor in the vulnerable months leading up to a systems switchover. Relationship Meltdown [...]

August 5th, 2015|News, 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|

How Contact Centers Prevent Agents Giving Good Service

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 [...]

July 24th, 2015|Agent Desktop|

Contact Center Support: 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 contact center support. Not because I spent the weekend pondering new ways to deliver exceptional contact center support (which, by the way, I did). Weathering the Storm It was because during [...]

July 7th, 2015|Customer Experience, Support and Maintainance|