Credit Union Contact Center Cost Model
Credit Union executives face a dual role when providing oversight of contact center operations. They must invest wisely in people, processes, and technology to deliver a timely, professional response...
View ArticleChange is a Constant; How You Adapt is the Differentiator
The Ancient Greek Philosopher Heraclitus tells us: “The only thing certain is change.” I went down a little rabbit hole reading about that quote and loved the drumbeat of how we all need to adapt to...
View ArticleWhat Can Contact Center Technology Do for You?
The “state-of-the-market” is exciting; make thoughtful decisions to reap the rewards I bet you are interested in the “state-of-the-market” of contact center technology and eager to see what it can do...
View ArticleBest Practices for CC Requirements and Selection
Once you’ve decided which technologies you’d like to pursue for your contact center, you’ll need to establish the parameters and timeframe for your selection process. You may want to check out a post...
View ArticleSet Yourself Up for Ongoing Success
When you want to implement new contact center technology capabilities – not just “lift and shift” your existing way of doing things – it takes time to design, configure, integrate, test, and roll them...
View ArticleIs AI on Your Radar in 2024?
I’ve been asked by Contact Center Pipeline to lend my voice to an article on contact center trends for 2024. I wouldn’t dare write about it without talking about Artificial Intelligence (AI). But...
View ArticleLeaders and Staff Share Insights on CU Contact Center Operations
My last post took an analytical perspective on the state of credit union contact centers based on our proprietary Efficiency and Effectiveness Evolution (E3) Spectrums® tool. We also keep our fingers...
View ArticleState of the Credit Union Contact Centers
In recent years, we have had the pleasure of being immersed in the credit union industry. We’ve fielded comprehensive benchmarking surveys that cover contact center operations, metrics, technology, and...
View ArticleBots are Getting Traction: Make Sure Customers Love Yours!
Artificial Intelligence (AI) and Bots are no longer just market hype. They are real, and clients are planning for, and implementing, them. They hold the promise of “deflecting” volume through...
View ArticleYou Need an Analyst – Now More than Ever
Strategic Contact conducts many assessment and roadmap projects each year. Support functions represent one element that we evaluate according to the following model: We assess whether the center...
View Article2022 Challenges and Priorities
We’ve just published results from our Seventh Annual Contact Center Challenges and Priorities Survey. As with prior years, it was a short survey that asked two simple questions of contact center...
View ArticleWork From Home: Today and Tomorrow
Work From Home (WFH) programs have moved from the sidelines to center stage in most contact centers, courtesy of COVID-19. Thousands of agents worldwide scrambled to set up home offices all the while...
View ArticleWhy Technology Planning Gets Sidetracked
As noted in my article How to Respond to Visionary Ideas, today’s “hot technologies” target business challenges that grab senior leadership attention – e.g., staffing demands, performance improvement,...
View ArticleTechnology Needs Committed Users
Our assessment and planning projects often carry the recommendation to build out the team of support resources – e.g., business analysts to address forecasting and scheduling, perform analysis to...
View ArticleHow to Respond to Visionary Ideas
Executives regularly ask contact center and IT leaders to explore (or pursue) technologies that could benefit their organizations. Here are the ideas that we hear on countless projects. Bots Everybody...
View Article2021 Challenges and Priorities
In our sixth year of asking contact center professionals about their biggest challenges and priorities, we found out that their vision for the coming year was overshadowed by the global pandemic that...
View ArticleSurveys Highlight CC Opportunities
We have the privilege of working with contact centers of many sizes, across a wide range of industries. They all have a few things in common: they want to deliver a great customer experience, meet...
View ArticleGetting to the Bottom Line for Cloud Solutions
Cloud vendors regularly crow about their “fast and easy” delivery of advanced contact center capabilities. When their benchmark is premise-based solutions, they’ve certainly got an edge. However,...
View ArticleIs Your Contact Center Ready for Novel Coronavirus-like Scenarios?
Business continuity and disaster recovery (BC/DR) – a.k.a., contingency planning, business continuity management, and business recovery planning – can weigh on CC leaders’ minds. All too often,...
View ArticleDoes Your Technology Help (or Hinder) Agent Engagement?
I’ve challenged contact centers to make 2020 the Year of the Agent. I’ve built my case around the argument that if you want to deliver a great customer experience, you first have to make sure you’re...
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