Meaningful data and reporting are critical elements for any contact center. Without an accurate read on performance and the quality of the service being provided to customers, managers can’t know where—or how—to improve.That’s the situation City Furniture, a leading home furnishings and accents retailer in Florida, found itself in with an on-premise Cisco system that consistently provided…
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We have expanded and enhanced our Robotic Automation community to integrate with one of the largest global networks for RPA education and enablement, supporting the growth and professional development of the RPA industry.
If there is one single area you want to focus on in 2019 for contact center improvement, consider Performance Management. The contact center industry has always experienced higher attrition rates than many other industries, and with current workplace turnover at an all-time high, this has not changed. Overall turnover statistics in the call center industry as a…
Founded in 1994, Appriss is a data analytics company built on a core belief: Technology can and should be doing good for society. Leaders in key industries across the globe use the company’s data and platforms to solve some of today’s most complex challenges, from fraud to the opioid epidemic to safety for violent crime victims.The contact…
There is a growing discussion among contact center managers about how to implement effective, KPI-based reporting. This conversation is being driven by contact center modernization and a realization that the old “art” of call center management is giving way to the new “science” of contact center management. There is an ocean of KPIs to help measure contact center…
Last month, I moved into a new apartment. I will cut short on the process and just focus on one part, I still had to call half dozen service providers to update my address. But that’s not what frustrated me the most! To me, the burden was to call to change the address AND to call again to request for my services to be connected to the new flat. I just didn’t understand why I need to call twice and talk to different departments – the utilities, the cable providers, the subscriptions, they have all the information they need! They should be able to make it an automatic part of their offering: if they know I changed my address, they can anticipate the needs that come with it, and be proactive. In 2019, do we still need to spell it out every time?
In our last blog article on the recent report, The Forrester Wave™: Cloud Contact Centers, Q3 2018, we highlighted the independent research group’s 32-point evaluation methodology and the depth and breadth of criteria asked of each call center software vendor reviewed. It’s important to also note the researcher’s critical proof of concept step in the evaluation process. Detailed…