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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?

If delivering extraordinary digital customer service were as simple as following a formula, everyone would be doing it. But not everyone is. In fact, 89% of tweets from customers to businesses still go unanswered, and poor customer service is one of the main reasons for customer churn. Clearly there’s plenty of room for improvement in customer service. Let’s make it simple: Great…

In an earlier post, The Digital Revolution, Rising Consumer Expectations, we showed how consumer expectations are changing and placing a higher priority on digital engagement with companies. We ended by detailing 7 best practices that we’ll detail here. 1) Centrally managing next generation digital interactions in the contact center Today in most company’s ownership of digital channels is siloed outside the…

A study by MIT found that retailers are leaving money on the table due to an inability to optimize staffing. With labor one of the largest costs and stores characterized by volatile traffic patterns, retailers face a complex challenge that leads to widespread understaffing and inconsistent customer service. That challenge, if solved, could increase retailers’ performance by 6 to 9 percent, depending on the time of year, the researchers concluded.

Contact centers need to manage, engage and retain their contact centers’ most important resource—their people. Workforce optimization can provide the insights, analytics and clarity into productivity to build and keep an expert team. 45 Workforce Optimization (WFO) Ideas in 45 Minutes features four panelists sharing practical workforce optimization tips based on their extensive experience managing contact center teams. Featured panelists…