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How to Streamline the Vendor Selection Process

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Request for Proposal. RFP. Contact center and IT leaders, along with their procurement departments, turn to this tried and true approach when seeking a fair, competitive analysis of a variety of options. In some circumstances, a formal RFP may still be a good option, if not required. But the evaluation process needs to evolve with... Read More »

Technology Helps with Understaffing

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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 »

How Does AI Work?

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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 »

Results are IN for the 2018 Contact Center Technology Survey

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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 »

Don’t Let Your IVR Languish

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We see common situations in our contact center assessment projects: The IVR needs fixing. It’s been static for years. But nobody thinks it matters too much. Or they are afraid to touch it, out of fear it will “break” something. Without reports, they lack visibility to the problems and the data to show the potential... Read More »

Achieving First Contact Resolution

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Many contact centers have a big goal: Increase First Contact Resolution (FCR). Leaders know it can improve efficiency, lower costs, provide a better customer experience. This post looks at tools that may help you achieve (or improve) FCR. As usual, these tools go hand-in-hand with good processes and the right contact center support and IT... Read More »

Cloud-based KM Addresses Painful Contact Center Problems

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Here’s the scene: It’s the busiest hour of the busiest day. With beefed up self-service through online and mobile applications, customers take care of the easy stuff on their own and reach out to agents when they can’t find what they need. Meanwhile, agents are overwhelmed, trying to retain knowledge on an increasingly complex and diverse... Read More »

Building a Credible Case for Technology Investment

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In a recent series of articles with Contact Center Pipeline, I’ve focused on Contact Center Costs and the Role of Technology as well as strategies for calculating a Return on Investment (ROI) that might shake some funding loose for technology. As discussed in the second article, three common paths for business case development include: Efficiency... Read More »

Seven Key Technologies for 2019

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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 »

2019 Challenges and Priorities Survey

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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 »

With Cloud-Solutions, You Get What You Plan For

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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 »

Cloud-based Contact Center Technology Implementation Support

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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 »

Don’t Put Up With a Bad Desktop

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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 »

Collaboration Might Be Your Silver Bullet

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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 »

Take a Fresh Look at Omnichannel

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“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 »

Will AI Impact the Contact Center?

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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 »

A Tribute to Lori Fraser

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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 »

Get Excited About Self-Service

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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 »

Plan for Virtual Assistants

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There is a great deal of buzz in the contact center air about “bots” and Artificial Intelligence (AI) and their potential to make agent-supported contacts go away. Yet for many centers, agent-handled contacts still dominate – and will for the foreseeable future. Accordingly, our Future of the CC Survey put Robotic Process Automation (RPA –... Read More »

Top 12 Action Items for Contact Center Technology Success

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Despite all the excitement around contact center technology capabilities and innovation, many centers continue to fall short when it comes to getting value from their investments. Our recent Future of the Contact Center Survey showed that skepticism continues to lurk out there for new technology, such as bots and Artificial Intelligence. I’m not surprised. When... Read More »
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