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Using Technology to Maximize the Human Touch

Now more than ever before, people are the most important asset in your contact center. It’s true that technology has advanced to the point where most simple issues can be resolved digitally without an employee’s involvement. However, this means that when a customer does need to speak or chat with an agent, issues are highly […]

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5 Ways to Maximize Employee Collaboration in Customer Service

Employee collaboration tools are on the rise. We know collaboration is important. Employees, especially millennials, demand to engage with each other in the workplace using the same types of tools as in their personal lives. But how do you make sure collaboration is actually boosting productivity instead of draining it? Here are five way to […]

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Video Series: Best Practices for the Agent Desktop – Part 3

During the past few weeks, I’ve posted the first four videos in my series on best practices for the agent desktop. There’s one final tip I want to share that can help maximize your agents’ productivity and improve the consistency of answers provided in your contact center. Typically, when agents are working with a customer and […]

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Video Series: Best Practices for the Agent Desktop – Part 2

In my last post, I wrote about the importance of consolidating disparate applications into a unified agent desktop—I also introduced a video series I’ve created on this topic. I hope you are enjoying the series and learning how to get started in combining these different applications into a single desktop application. However, it isn’t enough […]

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Video Series: Best Practices for the Agent Desktop

Contact center agents have a very tough job. Products are increasingly complex, and customers expect nearly instantaneous answers and results. In an attempt to help agents to answer every question, organizations push application after application to the desktop. Mergers and acquisitions can double or triple the number of systems seemingly overnight. Because of this, agents […]

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Keeping it Simple

Every day, we hear about a new piece of technology or a new bell or whistle that we must have. But are all of these “advancements” really helping us in the long run? Maybe not when it comes to customer service agents—sometimes in these cases, less is more. With the overwhelming amount of customer data and […]

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Survival Guide for the New Way to Shop

Gone are the days of the general store, where the clerk knows your name and helps you carry your bags home. In today’s retail marketplace, loyalty is a thing of the past. A recent KANA survey found that loyalty to retail brands is frighteningly low, with a third of UK shoppers no longer feeling loyal […]

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Part 2 – Video Series: Getting Started with Knowledge Management

I hope you found the first four videos in the Knowledge Management Best Practices video series helpful. In the final video of the series, you’ll learn about one more key tactic that can improve the value derived from your KM project: context. This is the ability to take any piece of information about the customer, […]

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Video Series: Getting Started with Knowledge Management

Often there is so much information on a topic that it can feel a bit overwhelming. Without knowing where to start, people simply opt for inaction. Knowledge Management can definitely be one of those complex topics, with thousands of reference documents, white papers and articles on the subject. I’ve recently put together a simple video […]

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CIO as Chief Acceleration Officer

Today’s CIO can be so much more than the operational supervisor of a costly, fairly rigid infrastructure. The IT organization doesn’t have to be a cost center holding back the innovation of others, but can rather be a driving force in accelerating business priorities, such as agility, customer experience, cost savings and customer retention. By […]

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