There are three immutable laws at work in contact centers that you must keep in mind. They’re always present. Understanding them will help you establish...
Read More >>>Category Archives: Multi-channel Support
The Pros and Cons of Virtual Queues
Many contact centers are grappling with labor shortages, surging workloads, or a brutal combination of both. The resource mismatches have resulted in long wait times...
Read More >>>The Contact Center’s Role in Building Self-Service
Many organizations are learning firsthand that contact centers play a central role in encouraging and supporting low-cost access channels. For example, the contact center can...
Read More >>>GM Leverages AI in Social Customer Care
GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM...
Read More >>>Contact Center Future Shock: Channels May Become Part of Our Past
Recently, I was reminded of this brief interview that I recorded with Jim Rembach of...
Read More >>>Article on Customer Service Trends
Sam Del Rowe recently wrote an article for www.destinationcrm.com titled “The Top Customer Service Trends: Building Better Service Beyond Voice.” In the article, Mike de...
Read More >>>5 Secrets of Accurate Scheduling in Today’s Contact Center
The Best Managed Contact Centers: #7 – They View the Contact Center as a Total Process
Contact centers that consistently get the best results view the operation as a total process....
Read More >>>Communicating Access Alternatives to Customers
Contact Center Future Shock: Channels May Become Part of Our Past
While meeting with Jim Rembach of Call Center Coach at ICMI’s Contact Center Expo in...
Read More >>>5 Secrets of Accurate Scheduling in Today’s Contact Center
The Contact Center’s Role in Building Self-Service Channels
Many organizations are learning firsthand that contact centers can play a central role in encouraging...
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