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

Will IVR Still Play a Role in Multi-channel Customer Contact?

I recently had the opportunity to present a webinar with Varolii Corporation entitled Preparing Your Business for Today’s Multi-channel Customer. Most companies already live in a multi-channel world with voice, fax, email, voicemail, IVR, web. Some support web chat, outbound alerting, social media, and mobile, or have plans to do so. It’s an important topic as… Read More »

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Are You Happy With Your Contact Center Technology?

I wish that most people could answer that question with a resounding YES! But I’m afraid that complaints about technology and the people who support it are rather common. Technology is supposed to serve our customers better, lower our costs, and position our companies to sell our wares effectively. But too often, we’re caught up… Read More »

7 Findings from a Contact Center Cost Structure Analysis

A few years ago, my colleague and I decided to model contact center costs for three representative centers – small, medium, and large – using a process-based analysis approach and comprehensive modeling tool. We varied key elements that can change a center’s makeup – such as self-service technology – and examined the impact it had… Read More »

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Take Charge of Call Center Process Optimization

In the people, process, and technology triumvirate of customer service operations, it’s all too rare to find someone who’s in charge of call center process optimization. Yet a process specialist can have a big impact on both the customer experience and call center performance. Process analysts work closely with front-line personnel, reporting and analytics analysts, quality monitoring and… Read More »

Multi-channel Communication: A Rose by Any Other Name…

“Multi-channel communication” is the 21st century version of multimedia communication for the contact center. Or is it? In fact, I think it is a potentially confusing term depending on who the audience is and their perspective. According to, the noun has many definitions, including several that are relevant to contact centers: a route through… Read More »

Four Key Opportunities to Improve Contact Center Support

We define seven key areas when considering contact center support functions. While the nature of these functions can vary greatly based on factors such as size, number of sites, type of business and business goals, culture, and other organizational roles and responsibilities, any center should be able to point to these functions and know how… Read More »

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Does Social Networking Belong in the Contact Center?

Does your inbox fill with invitations to webinars on social networking? Mine sure does. Everyone seems to be talking about it. Why? Americans spend nearly a quarter of their time online on social networking sites and blogs, up from 15.8 percent just a year ago. (Source: Nielsen) Facebook boasts 500 million users and reportedly is… Read More »

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Best Practices for Call Center Business Process Optimization

Whenever someone mentions process optimization, I always think of Henry Ford and the Model T. Old man Ford figured out that a “well-oiled” assembly line produced superior cars at substantially lower costs than custom-built automobiles. It was a win-win scenario for the company and the customer. The contact center can be a great place to… Read More »

Listen to the “Voice of the Employee”

Call center professionals spend a healthy chunk of their time pouring over the daily, weekly, and monthly stacks of management reports to discern what’s going right – or wrong – with their centers. Many overlook one of the most valuable sources of information – the “Voice of the Employee.” The call center front line has… Read More »

Avoid Pitfalls in Call Center Technology Implementation

Call center technology selection and implementation can be a painstaking affair. Defining requirements. Developing a Request for Proposal (RFP). Entertaining the vendors and sifting through all of the responses. Gaining buy-in from all the decision makers. Negotiating contacts. Developing and executing installation, testing, and production plans. If we spend so much time preparing for the… Read More »

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