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

The State of Speech Analytics

Analytics, specifically speech analytics, has generated a great deal of excitement for over 10 years. The industry’s enthusiasm lies in the potential value that can be garnered from the countless customer conversations occurring each day. In a quick sampling of clients who were early adopters of speech analytics and others who are in hot pursuit,… Read More »

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Are you Ready for These Technology Enhancements?

Are you the type of person who can’t wait to see what’s in the next smart phone release? All the bells and whistles, bigger, faster, better. You may have similar feelings about new contact center technologies. Here are 5 cutting edge technologies that are poised to move beyond early adopters. TEXT: With this channel, customers… Read More »

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Omni-Channel: The “Buzz” and the Beast

Omni-channel is new buzz word to promote “seamless” and “integrated” customer interactions across all modes of contact. It’s not a new concept. For years, it’s what people intended for “multi-channel customer contact.” They just haven’t been able to achieve it. So to make old things new again, the market has a new word. Unfortunately, changing… Read More »

New Technology Supports Business Continuity and Recovery

Ever have a nagging feeling that your center is more vulnerable than you’d like to admit? Odds are, creating or updating that dreaded Business Continuity/Disaster Recovery (BC/DR) plan has been on your to do list for some time. Good news: Cloud services, server virtualization, mobile computing, and social networks provide some new options to address… Read More »

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3 Questions Narrow Technology Sourcing Decisions

The contact center technology market has become increasingly diverse and complex. With many sourcing options (premise, hosted, cloud, managed services), a growing number of vendors, and the dances those vendors do with their partners, it’s a wonder anyone can make a good decision, much less a timely one, when pursuing new solutions. Pricing comparisons alone… Read More »

Get Set for Success on Technology Implementation

Momentum and excitement builds around new contact center technology as you make a vendor and product selection and set forth on your journey with exciting possibilities ahead. Unfortunately, a variety of implementation challenges can arise that knock the wind out of your sails. To optimize results, invest the time up front to plan and prepare…. Read More »

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Your People Are Talking… Technology Helps

Contact centers are a team sport. No one has all of the answers all of the time. Agents work with peers, team leads, escalation resources, corporate subject matter experts (SMEs), and others to resolve customer issues. They can also receive or share information, files, or updates to ensure they stay current. Supervisors/Team Leads support the… Read More »

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PCI and Other Requirements Demand Contact Center Attention

While contact centers and their IT departments have plenty of demands on their all too limited time, consumer information protection, and data security needs to get on the radar. The Payment Card Industry (PCI) Data Security Standards (DSS) provides a set of technical and operational requirements that applies to anyone who “stores, processes, and/or transmits”… Read More »

Optimize Routing and Reporting to ID Why Customers Call

Every contact center wants details on why customers call, both to route them in real-time and to report on call types. Many centers structure prompts to enable reporting on call reasons. Customers assume their selections lead to targeted service experiences. Yet quite often, they’re all routed to the same group regardless of menu choice! Prompt-driven… Read More »

Are Your Contact Center KPIs Up to Snuff?

Even though the contact center industry has been around for decades, it’s still hard to define, manage, and meet Key Performance Indicators (KPIs). Beyond the fundamentals – e.g., total contacts, service levels, abandons, handle times, et al – management is concerned about: First Contact Resolution Business Outcomes (sales, saves, conversions, etc.) Cost per X (contact,… Read More »