For contact center agents, it sometimes feels like either the workday drags on or it flies by with a flash. But maybe there is a happy medium for your agents – like when you are playing your favorite game or sport and completely lose track of time. Some people refer to that phenomenon as “being in the…
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Transforming customer experiences
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Have you wondered if contact center analytics could “really” work to help you create a seamless customer experience? Using random customer interactions to analyze customer experience or agent performance, hinders the ability to target strategic improvement initiatives. Seeing all interactions reveals the big picture of what is really happening in your contact center. This is where CXone…
Time takes its toll on your IVR system, just like on everything else. It is good practice for any contact center and IVR, regardless of whether it’s simple or complex, DTMF or ASR, front-end data collection or full AI-driven self-service, to conduct regular reviews. However, customer needs or business requirements may not wait for your next scheduled…
No matter what your job is, you are measured on performance. But if you are a contact center manager, you aren’t measured solely on your own personal performance. How well your team performs—and how their performance is measured by customers—directly impacts your performance rating and potentially your compensation. So, how can you ensure that your agents…
Before modern avionics, pilots set a fixed point on the horizon and flew their planes using a center stick and right and left rudder pedals. These controls allowed the pilot to keep the airplane on course by controlling altitude and direction. Likewise, call center KPIs and benchmarks act as controls to establish direction and to…
Business in 2019 looks dramatically different than it did 30 years ago. One of the most significant advancements has been the explosion of remote work opportunities. Hiring remote workers can be a competitive advantage for companies, especially contact centers. But there are a lot of misconceptions about remote workers and how they impact a contact center’s productivity…
The last couple years have seen an important turning point for customer service and customer experience. Think about it: we’ve witnessed vast improvements in digital customer service technology like artificial intelligence (AI) and live chat, both of which are certain to continue evolving. Many companies recognized the importance of digital customer service and CX as key differentiators. 89%…