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Digital-first customer service is no longer a nice option or a fun perk. It’s what today’s customers have come to expect: meeting them where they are, on the channel they want, on their timeline. Is your contact center keeping up? Without a digital customer service strategy, your customer is on the receiving end of a busy signal, or a phone…

A few days ago, I was asked to send a fax to a government agency. I couldn’t believe my ears. Sending a fax these days is like sending a pigeon. I wasn’t even sure where I’d find a fax. Then I thought about how many companies put their customers through a similar experience…. maybe not by asking them to fax, but by not allowing them to message.

For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language! Workforce management can be overwhelming and confusing for those thrown into the Workforce Management trenches for the first time. In the simplest terms,…

In today’s contact center environment, many back office workers are being tasked with increasingly complex activities. That can make it difficult for contact center leaders to gain insight into where and how they can be improving workforce management productivity KPIs, like adherence to assigned tasks, forecast accuracy and worker performance.

We’re excited to let you know that Interactions 2020 registration is officially open, and you can take advantage of our special Super Saver rate by registering now! Come join us from May 11 – 13 in fabulous Las Vegas at the Caesar’s Forum Conference Center, attached to the newly renovated Harrah’s Hotel, for all the expert speakers and informative breakout sessions Interactions…

Our ability to interact and engage with our government is clearly fundamental to the functioning of our cities, states and nation. And, while it can be frustrating at times from a convenience standpoint, government agencies shoulder a significant burden in ensuring the privacy and security of its citizens, leading to possible longer handle times. Contact centers must…

Engaged employees are a significant resource and widely considered to be one of the most important factors of competitive advantage. Over the past several years, greater consideration has been focused on the subject of employee engagement. This increased attention has resulted in many organizations actively developing strategies to help them get the most from their employees. It is a worthwhile pursuit and an ideal business plan, but what exactly is employee engagement and why is it so important?