Welcome to #CXTuesday!
Contact Center Redundancy: What You Need To Know
By Ken Zrobok for ICMI
Redundancy in the contact center is the ability to ensure that the application keeps running when a planned or unexpected outage occurs. There are usually two paths to redundancy. The first, and least likely path, is designing the redundancy from the outset. The second is via rapid growth which causes a need to implement the redundancy after the fact. Regardless of how you arrive at the redundancy option, here are a few things to consider.
Now What? The Impact Of Chaos On Contact Center Operations
By Contact Center Pipeline
CHAOS in systems and processes is rampant and often due to an old infrastructure and workarounds. Proper system infrastructure is a big part of the foundation upon which the contact center sits. System acquisition and process design, when done poorly or negligently, are contributing factors to CHAOS. Many major systems like telecom, WFM, quality recording, knowledge management and CRM are purchased at the enterprise level with little or no input from the contact center community. So, “Now what?”
An Inconvenient Truth: 93% Of Customer Experience Initiatives Are Failing... To Differentiate
By Bob Thompson for CustomerThink
Why is that important? Because according to a 2014 Gartner statistic repeated ad nauseam: by 2016, 89% of companies expect to compete mostly on the basis of customer experience. Folks, that was two years ago. Ok, so maybe differentiation is too high a bar for “success.” How about getting tangible benefits? You know, what CEOs are looking for to fund CX initiatives. My study found just 23% of respondents claiming tangible benefits from CX investments. Add it up, and only 30% claim success in terms of tangible benefits or differentiation.
15 Ways To Strenghten Your Contact Center
By Brad Cleveland for ICMI
A few years ago I was part of a conference panel discussion designed to share a wide range of ideas on improving call center operations. The rules were simple: each idea had to be conveyed in less than a minute, and had to be applicable to any type of center. In that spirit, here are 15 ways to strengthen your center.