Call Center Resources & Insight

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Empowering Agents with WFO Portals Improves Contact Center Performance
We’ve all seen it happen in contact centers. New key performance indicators (KPIs) kick-off with conviction but eventually fade into the background as agents’ focus returns to the immediate task of serving... Read More

Going Beyond Efficiency to Customer Experience in Your Next Technology Upgrade
The big payoff for the company is leveraging tech for more problem prevention, proactivity and empowerment, not service efficiency. I was recently asked to review a forecast of technology trends and innovations... Read More

Decision Trees - Hidden Hero of Contact Centers
Organizing information is one of the most challenging tasks of the modern age, making it useful even more so. Customer service agents now find themselves handling both more information and channels than... Read More

Improve Agent Engagement with Contact Center Automation
Improving employee engagement and empowerment is a top priority for centers in 2019, according to a recent Contact Center Pipeline survey. Center leaders know that employee engagement and lack thereof is directly... Read More

How an Insurance Company Launched Customer Service via Alexa
You’re waiting at the gate for your flight and just remembered to check whether your health insurance covers you on vacation in Belize. No sweat. Just quickly ask Alexa on your phone... Read More

Preparing Your Business for the Artificial Intelligence Revolution
Although artificial intelligence (AI) has emerged as a popular solution for modern businesses, many companies regard it as an option reserved entirely for the "bigger players." After all, AI is a complicated... Read More

The Key to Improving Contact Center Efficiency
When it comes to operating a call center, there are many metrics to manage for success. Volume, average handle time (AHT), shrinkage and occupancy are the four metrics used in determining how... Read More

Answers to Your Burning Contact Center AI Questions
There's been plenty of buzz about AI, but what's the real deal? How will automation change the contact center, and what do leaders need to do now to prepare? We asked members... Read More

8 Questions to Consider when Evaluating Contact Center RPA
Digital and automation initiatives have been making waves as companies face the growing complexities of contact center operations. It’s clear that automation solutions like Robotic Process Automation (RPA) are no longer a... Read More

Top 10 Reasons to Join the BYOD Revolution
"Bring Your Own Device," or BYOD solutions are becoming increasingly popular in the modern enterprise. As the workplace changes, with new trends like globalization and remote working leading the way, businesses of... Read More

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