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

Posts Categorized: Technology

Results are IN for the 2018 Contact Center Technology Survey

Our 2018 contact center technology survey shows that some things never change, even in an era of massive change! It had been six years since we reached out to contact center professionals to take stock of their technology views. Over the intervening years, the prevailing standards of service excellence have continued to rise. New technologies… Read More »

How Does AI Work?

Artificial Intelligence (AI) is breaking the hype meter in the contact center industry. While it’s only in the early adopter stages, it appears to be grabbing the attention of contact center technology sellers and buyers. With all the confusion such enthusiasm creates, it seemed a little primer is in order. AI processes and interprets large… Read More »

Technology Helps with Understaffing

Our annual challenges and priorities survey, as well as our project experience, show that high attrition, absence and adherence issues, and the uphill battle to gain budget approval for additional staff remain pain points for many centers. While technology is not a “white knight” riding in to solve the staffing problems, it can be used… Read More »

What is SIP?

SIP is a protocol standard for initiating and managing “sessions” or connections between point A and point B. It is one of many standards that have been defined over the years, and is competing with or replacing predecessors such as H.323. SIP fits with “Voice over Internet Protocol” (VoIP), which is the way most voice… Read More »

Make Sure Technology Sourcing Fits Your Environment

If you’ve spent any time around contact center conferences and trade shows, you can’t help but notice that the cloud is all the rage. Cloud-based technology appeals to contact centers that lack sufficient resources to manage their specialized technology. Centers also gain the freedom to turn capabilities and capacity on and off, while continuously benefiting… Read More »

Turn Technology Frustration Into Opportunity

Contact center leaders often express frustration with their current technology. Yet in our experience, they have substantial opportunities to optimize efficiency and improve the customer experience by getting more out their current investments. Here are some high-impact strategies for success. Expand the Role of Data Contact centers should review the information contained in their enterprise… Read More »

Time for an RFP? We can help!

Technology procurement is a mission-critical task for a contact center. If you score the right enabling technology with the right vendor partner, your center can be on the path to greater agent productivity, improved customer experience, and heightened insights into operational performance. Make the wrong choice, and you risk a painful implementation, suboptimal performance, and… Read More »

Changes in the Contact Center and IT Call for a New Approach to Technology

Contact centers have matured in their operational requirements and sophistication, as evidenced on a few fronts. Siloed multichannel, multimedia offerings are giving way to the quest for seamless, integrated, omnichannel service delivery. Managers join folks on the front-line in the quest for better desktop applications and knowledge sources. Managers are placing increased emphasis on performance… Read More »

WFM in an Omnichannel World

In spite of the fact that nearly every “call center” is now a “contact center,” we observe little substance to the discussion – much less action – around multi-channel Workforce Management (WFM). With “omnichannel” one of the most frequently heard buzz words in our industry, we decided it was time to look at planning, forecasting,… Read More »