Too often, the pursuit of technology is driven by speed and constrained by resources. Experience shows this to be a bad combination.Technology success demands careful implementation planning as well as effective technology monitoring and support. Implementation and Testing Getting implementation right takes time, well-structured plans, and commitment from the contact center, IT, vendors and/or their partners…. Read More »
Build the Right KM Strategy
The concept of “Ready, Aim, Fire” applies as much to the challenge of KM as it does to hitting the bull’s eye with a bow-and-arrow or nailing a free throw in basketball. If you are serious about making a quantum improvement in your center’s knowledge management while spending resources wisely, you need to invest the… Read More »
Reimagining CRM
If you are stuck in a world in which customer relationship management (CRM) software can only play in the sales sandbox, it’s time to think outside the box. CRM vendors have paved a road to operational efficiency that helps contact centers serve their customers in excellence, across media, while delivering a more satisfying experience for their… Read More »
Lori Bocklund Honored with Lifetime Achievement Award
The team at Strategic Contact, Inc. is pleased to share the news that Lori Bocklund received the ICMI Lifetime Achievement Award at ICMI’s Global Contact Center Awards ceremony on May 4, 2015. Brad Cleveland, Senior Advisor and Past CEO/President of ICMI, shared the following remarks prior to recognizing Lori for her stellar contribution to the… Read More »
The Only Thing Certain is Change
Change seems to be reaching new heights. Additions, consolidation, and moves affects the number of sites. Companies add outsourcers, use existing outsourcers in new ways, or move outsourced activity in-house. Then there is the whole merger and acquisition scramble which can set everyone on edge, whether it is with the vendor that supplies the technology… Read More »
Which Technology Sourcing Option Is Right For You?
The number and types of vendors offering contact center solutions has grown dramatically. Cloud, hosted, and managed service providers provide broad functionality, often with innovative licensing arrangements. Seasoned premise solution players make long-proven capabilities available in the cloud. And they are all pursuing centers across a wide spectrum of sizes and vertical markets. The proliferation… Read More »
HELP WANTED… to deliver contact center technology value
Maxed out. That’s how we find many contact center leaders and their IT counterparts. Too much to do, not enough time to do it, and the urgent always trumping the important. Sound familiar? Most centers find ways to attend to their technologies’ daily demands, some of which are routine (e.g., run reports, build schedules) and… Read More »
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 »
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 »
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 »