February 16, 2015
December 21, 2014
Successfully transforming the contact center is not merely about adopting a customer-centric mindset: it is about acting. To assure that action is effective, businesses must identify their current gaps – and implement plans to bridge them.
December 15, 2014
November 30, 2014
Contact centers are dynamic environments, and supervisors are constantly using data to manually make changes to optimize scheduling and performance. But we’re living in the Age of Automatic Response. What if the contact center’s “central brain” could analyze the constant flow of data and make adjustments automatically? With the Workforce-Intelligent Contact Center (WICC), it can. And in the process of doing so, agent performance, operational efficiency and the customer experience are all strengthened.
November 2, 2014
The P&Q Challenge provided crucial and timely insight for outsourced service provider Serco when the business was evaluating its quality processes. Claudia Thorpe, Industry Content Expert spoke to head of process assurance and quality Julia Ashman, Head of Process Assurance and Quality to find out just how participation in the programme helped her and her teams…
October 12, 2014
October 5, 2014
Customer service has always been the competitive battleground for businesses.
That’s why all call centers are always on the lookout for new methods to create a more effective customer experience strategy.
With the emergence of new technologies and channels, this year brought an across-the-board opportunity for call center operators to boost their game.
As we come close to the last quarter of 2014, let us have a quick look at the five critical tech trends that came on the scene this year and are continuously driving changes in the call center landscape.