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

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 »

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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 »

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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 »

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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 »

Collaboration Might Be Your Silver Bullet

When customers call, they inevitably want answers or resolution, and they want it quickly and easily; agents want to give it to them too! You and your customers’ goals align: Reduce hold time and handle time Achieve first contact resolution (FCR – more simply, “closure” to them) Provide/get a speedy response that everyone can be… Read More »

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Don’t Put Up With a Bad Desktop

It jumped out at me as big news: Lack of and/or bad desktop tools took the #1 spot on our challenges list for 2019. That data confirms what we see in countless projects. Without good desktop tools, agents find their own way, and that may not be good! Some use copy and paste, while others… Read More »

Cloud-based Contact Center Technology Implementation Support

Cloud-based contact center technology is a boon for today’s centers. It provides access to the latest features and functions with increased flexibility and decreased IT burden. Attractive economics and the promise of a speedy implementation provide strong inducements for decision makers. And yet, it still takes careful planning and intentional design for the technology and… Read More »

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With Cloud-Solutions, You Get What You Plan For

We’ve had our fingers on the pulse of cloud-based contact center solutions since the initial offerings came to market. There’s a lot to like about them: features/functions, flexibility, agility, ongoing upgrades, reduced demands on IT, attractive economics, and so on. Vendor messaging leans heavily on “good, fast, and cheap” to draw overburdened contact center and… Read More »

2019 Challenges and Priorities Survey

With nearly 300 participants, our fourth annual Challenges and Priorities Survey gave us a brief snapshot at what’s happening in our industry. I’m excited to share the results. This year, change is the theme! While I encourage you to download the complete report, here is a sneak preview into what we found in the results:… Read More »

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Seven Key Technologies for 2019

As we end 2018 and reflect on what’s ahead in 2019, it seems like a good time to think about what’s new and what’s next in contact center technology. My team of consultants identified the top things we see dominating contact center technology discussions. Here’s a quick summary before I dive into the commentary: Artificial… Read More »