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Ring in the Holidays with Real-time Automation

With the holidays in full swing, is your call center busier than ever? The chaos that ensues this time of year turn can quickly turn even the most thoughtfully planned and forecasted day awry. Unexpected spikes in volume can leave your team fighting fires to keep up. How do you possibly prepare? Real-time automation streamlines [...]

Next-Generation Call Center Terminology: Six Must-Know Terms

The contact center landscape is continuously changing. Consumer 2.0 dictates that agents must be more informed than ever before to not only meet, but exceed customer expectations. Traditionally, call center agents were expected to answer the phone, provide courteous customer service and end the call with a hopefully satisfied customer. However, agents are now required [...]

By |June 26th, 2012|Best Practices / Metrics|

Getting Crafty with Contact Center Staffing

Last night you were given a mandate by senior management to “do less with more” in your contact center. You can stop celebrating now – it was just an “opposite” dream. Back to reality. Contact center professionals have historically had to devise ways to do more with less. The economy being down for the count [...]

By |October 31st, 2011|Corporate Culture|