Independent Contact Center Consultants: Bridging Strategy, Technology and Operations Since 2004

Does Your Technology Help (or Hinder) Agent Engagement?

I’ve challenged contact centers to make 2020 the Year of the Agent. I’ve built my case around the argument that if you want to deliver a great customer experience, you first have to make sure you’re delivering a great agent experience. In the spirit of action, I’ve outlined two different assignments for you to assess… Read More »

Posted in Planning, Team Building | Comments Off on Does Your Technology Help (or Hinder) Agent Engagement?

2020 CC Challenges and Priorities

It’s 2020: a new year, a new decade, and all kinds of opportunities to talk about perfect vision! Let’s start off this exciting year with a look at findings from our fifth annual survey. Last year’s theme was change. Our 2020 theme (or vision) is “the year of the agent,” which deviates from the industry… Read More »

Posted in Planning | Comments Off on 2020 CC Challenges and Priorities

Make 2020 the Year of the Agent

For the past several years, everyone has been focusing on the customer experience. Delivering a good – if not great – customer journey is crucial for building or retaining market share. Customers expect to be treated well at every point of contact. So, it’s no surprise that the customer experience has emerged as a key… Read More »

It’s Time to Clean Up Your Data

Contact centers are awash in data. But let’s break this big bucket of data into two chunks: one about customers, and a second one about their interactions and how they are handled. In order to serve customers, centers need good, complete, up-to-date data about them. While names, addresses, contact information are starting points for a… Read More »

Top 12 Action Items for Contact Center Technology Success

Despite all the excitement around contact center technology capabilities and innovation, many centers continue to fall short when it comes to getting value from their investments. Our recent Future of the Contact Center Survey showed that skepticism continues to lurk out there for new technology, such as bots and Artificial Intelligence. I’m not surprised. When… Read More »

Posted in Technology | Comments Off on Top 12 Action Items for Contact Center Technology Success

Plan for Virtual Assistants

There is a great deal of buzz in the contact center air about “bots” and Artificial Intelligence (AI) and their potential to make agent-supported contacts go away. Yet for many centers, agent-handled contacts still dominate – and will for the foreseeable future. Accordingly, our Future of the CC Survey put Robotic Process Automation (RPA –… Read More »

Posted in Technology | Comments Off on Plan for Virtual Assistants

Get Excited About Self-Service

If you’ve been in this industry for any length of time, you may waffle between excitement and cynicism over self-service (SS). There has been so much promise and hype tempered by an equal measure of disappointment. To tip the scales in favor of excitement, here’s my list of game-changers that can transform a lackluster SS… Read More »

Posted in Self-Service | Comments Off on Get Excited About Self-Service

A Tribute to Lori Fraser

This isn’t the way it is supposed to be… Lori and I had more projects to tackle, things to learn together, and adventures to share. But on Friday, July 26th, Lori departed this world surrounded by her loving husband and two children. Life will never be the same without her. I met Lori 14 years… Read More »

Posted in Uncategorized | Comments Off on A Tribute to Lori Fraser

Will AI Impact the Contact Center?

We embarked on a fun little survey this spring to gather input on the future of the contact center. Because AI is a hot topic, we focused particular attention on this widely hyped enabling technology. We asked people to weigh in on what impact they think AI will have on contact centers in the next… Read More »

Posted in Technology | Comments Off on Will AI Impact the Contact Center?

Take a Fresh Look at Omnichannel

“If at first you don’t succeed, try, try again.” This lovely phrase we all learned as children comes to mind when thinking about omnichannel (OC). It’s not new, or untried, but it is still an elusive goal for most centers. Some OC efforts have been held back by the low volume of new channels. But… Read More »