CX Webinar Recording With Mike Aoki And Marty Tracey

Posted by Galina Marcus on Mar 30, 2018

What You Need To Know To Run Your Contact Center In The Future

Mike Aoki from Reflective Keynotes and Marty Tracey from LANtelligence are discussing the future of the contact center in the U.S. and Canada. The new generation of customers and Agents are demanding a new way of interaction with the business from inside and outside.

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Tags: Video, Customer Experience, CCaaS, CCTR Operations

Are You Preparing Your Agents for the Next Wave of Contact Center Technology?

Posted by Mike Aoki on Mar 12, 2018

A major contact centre recently invested in a state of the art live chat system. It included pre-written responses and an easy to use interface for juggling multiple chats at once. It was a masterful piece of technology. However, senior leaders were puzzled by the results. The expected gains in productivity were not materializing. Veteran Agents - raised on handling one voice call at a time - only felt comfortable handling one chat at a time.

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Tags: Customer Experience, CCaaS

Enterprise Contact Center Solution

Posted by Ken Zrobok on Mar 1, 2018

Why Having A Single Source Of Data Is Important?

Contact Centers have been a multiple application product which means multiple locations of data. Historically, Contact Center Managers or Supervisors in the US and Canada who run comprehensive reports are challenged with inaccurate reports.

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Tags: CCaaS

Contact Center Redundancy: What You Need to Know

Posted by Ken Zrobok on Feb 8, 2018

For ICMI, January 2017

Before we get to the actual best practices for contact center redundancy, let's start with a brief historical overview to explain why we need to be talking about redundancy at all. Years ago, a primary business objective was to provide an avenue for customers to reach your company when they needed answers to their questions. This type of interaction evolved into a “call center” when at the time, phone calls were the only communication channel with which a call center could operate.

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Tags: CCaaS, CCTR Operations

Reporting Key for Proper Contact Center Design

Posted by Martin Tracey on Jan 31, 2018
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Tags: CCaaS, CCTR Operations

Omnichannel Contact Center Is No Longer Optional

Posted by Mike Aoki on Jan 24, 2018

How Much Revenue Are You Losing by Not Offering Omnichannel Customer Service?

I needed more information before buying a product. I checked a seller’s website, but they only offered telephone customer service. That may have been acceptable five years ago. However, voice customer service accounted for only 64% of customer contacts in 2017, according to a Deloitte Global Contact Center Survey. That is projected to decline to just 47% next year. Instead, web chat, text/SMS, email, social media and video customer care will comprise the majority of customer contacts. 

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Tags: Customer Experience, CCaaS

#CXTuesday weekly digest # 3 - 12/19/2017

Posted by lantelligence on Dec 18, 2017

Welcome to #CXTuesday!

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Tags: Customer Experience, CCaaS

How To Make The Case For An Investment In New WFM Technology

Posted by Martin Tracey on Dec 12, 2017
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Tags: CCaaS

#CXTuesday weekly digest #2 12/12/2017

Posted by lantelligence on Dec 11, 2017

Welcome to #CXTuesday!

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Tags: Customer Experience, CCaaS

Contact Center Design Starts With Reporting

Posted by Ken Zrobok on Sep 19, 2017

Proper reporting Is A Key For The Contact Center Performance

When you are designing a Contact Center, one of the first questions you should be asked by the company installing the Contact Center solution is "how would you like your reports to look?" This way you are guaranteed to avoid one of the biggest frustrations Contact Center Managers may have.

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Tags: CCaaS

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