Wed.Dec 05, 2018

The Calculation and Application of Agent Utilization


When you work in the field of call-based marketing or service, you undoubtedly hear the words “agent utilization” tossed around by management. What does this term mean? Why is it important, and what can be done to improve it?

5 Best Practices on how to implement a Knowledge Base


Implementing a Knowledge Base in your organization can be a time-consuming process. Many companies avoid implementing a Knowledge Base because they have had a negative experience with their homegrown solutions or former knowledge initiatives. That's wrong. Knowledge Management

Please Don’t Shoot the Messenger!

Contact Center Pipeline

The origin of the phrase “don’t shoot the messenger” comes from ancient times when the only option for communication during wars between kingdoms was the use of human envoys. When one side or the other sought to initiate a negotiation it sent a “messenger.”

2 Things I Learned About Personal Connection From 3 Nurse Technicians

Myra Golden Media

When Eli, a twenty-something lively man from New York with toasted-almond skin and tinted glasses entered my dad’s hospital room, he changed the atmosphere.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

What Causes Friction


In the past few months leading up to my new book, The Convenience Revolution , I’ve focused on ways to be more convenient for your customers. I’ve shared six Convenience Principles and numerous examples and case studies. The goal is to eliminate friction.

CX Myth #5: Wow Customers During Every Interaction

Customer Experience Matters

Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth #5: Wow Customers During Every Interaction What’s Wrong: While it may be appealing to think about creating an amazing experience every time you touch a customer, it’s just not appropriate or practical.

More Trending

How does Contact Center Quality Assurance Improve With Speech Analytics?

Etech GS

At the point when customers achieve your contact focus, they need a situation that addresses their issues, settle their worries, and builds up the trust required for a proceeded with association you’re your organization.

Webinar: Developing Your Own Advanced AI Tools for Support With Tableau

B2B Customer Service Blog - TeamSupport

We're excited to continue our new webinar series in conjunction with the Association of Support Professionals (ASP). These aren't be your standard, boring webinars!

33 Tips For Training Call Center Agents [Free Ebook]


Get the whole thing for later reading. This is a one long and meaty post. If you’d like to download the whole thing for later reading grab it right here! Email address. *By By entering your email you agree to receive electronic communications from CrazyCall. Everyone wants to provide the best customer service. Happy customer = a successful business. Easy as that. But how to keep your customer service at a top level? The best thing you can do is to train your agents.

The 3-Part Roadmap to Leading the Team You Inherit


Congratulations! You scored a promotion to lead a team in your company’s contact center! But as exciting as it is, you’re probably filled with at least a few jitters, right? Don’t worry. You’re not the first, and certainly not the. Read More.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

1 Year After Bankruptcy, Strong Signals from Avaya


It’s been a big year for Avaya, probably the most important 12-month period in the company’s long, storied existence. In January, Avaya emerged from bankruptcy with a newly listed stock (NYSE: AVYA); a balance sheet much lower in debt; a new management team; and a renewed focus.

Contact Centre Predictions 2019

Enghouse Interactive

2018 is rapidly drawing to a close and our attentions are now turning to the year ahead and what it might bring. The following blog takes a look at the contact centre and what we can expect to see in 2019. Contact centres will continue to migrate towards robotic technology and artificial intelligence, but the reality won’t match the hype.

What’s Cooking at Kommunicate? – Release Notes, November 2018


For previous versions of Release Notes, head here. The holiday season is upon us, so we decided to gift wrap some cool features, performance improvements, and bug fixes and send it your way ?? Don’t forget to send us Christmas cards) Let’s dive straight into Kommunicate’s release notes for the month of November. Kommunicate Web [.]. The post What’s Cooking at Kommunicate? – Release Notes, November 2018 appeared first on Kommunicate Blog. Release Notes


How a Global Fortune 500 Energy Company Consistently Delivers World-Class Customer Experience

Connect Managed

Today's customer wants to be treated like a person, not a number. But d elivering seamless customer experience (CX) at scale typically presents a significant challenge for global corporate enterprises. Multiple teams serving different business areas often bring consistency into question, which suites of disparate tools and processes only complicate. Business leaders keen to drive customer retention and increase advocacy must look to bring all their teams and CX technologies into alignment.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Why a Cloud Phone System Is Best for Your Contact Center

City Communications

As your business grows, you are likely to encounter a point where it’s necessary to upgrade your communications technology. A contact center with 100 agents needs a different set of features and infrastructure than one with 1,000 or more agents.

A 3x Growth Rate in Jamaica – How Does Alorica Do it?


During the last three years, Jamaica has emerged as the fastest-growing BPO country in the Americas. This rise didn’t happen by accident.

Putting the Customer into Customer Experience

CX Journey

Image courtesy of Shep Hyken/ABR Let's put the "customer" into customer experience. What does that mean? If you’re a customer of any business on this planet, no surprise here, you know this: most companies are not really focusing on the customer and the customer experience.