CX Blog

A CCaaS Solutions Provider’s CEO Offers His Thoughts on the 2018 Contact Center Technology Survey Findings

Posted on Contact Center Pipeline Blog, 10/23/2019

As the second line of the 2018 Contact Center Technology Survey special report puts it, “Some things never change.” Every year, it is amazing to see an obvious disconnect between the way organizations select their contact center technology and their satisfaction with that technology.

Watch the recording of the recent webinar "How Employee Experience (EX) Affects Customer Experience (CX) and How to Succeed at Both". This time Mike Aoki,Erica Marois, Neal Dlin and Martin Tracey are talking about different aspects of employee experience, including geographically spread teams and changes that AI and Omnichannel bring to the table.

Benefits and Challenges of Outsourced Customer Service

When facing a choice of whether to outsource Customer Service or build an in-house department, many companies rush to compare the cost. But there are more aspects that you should consider. In this post, we brought two experts' opinions to give you a better perspective on both sides of the coin. 

Watch the recording of the recent webinar "New Trends Affecting the Future of Enterprise Contact Centers". This time Mike Aoki from Reflective Keynotes and the panelists were focusing on challenges and tough questions that leaders of the enterprise contact centers will face in the second half of 2018, next year and beyond.

The New-Age Decision Making Process

These days, when an IT department is only partially involved in choosing new technology for various business needs, Managers who want to upgrade their department's software and hardware must be able to navigate the complex tech waters. Therefore, SaaS developers are adjusting their marketing to meet non-IT audience expectations. Suddenly, you find yourself buried in tons of white papers, infographics and videos promoting similar features for different brands.

Using audio and screen recording for coaching Agents

I was on a harbor dinner cruise when the captain made a slight change in the boat's direction. It seemed like a minor adjustment at first. However, that slight change eventually made a huge difference! Miles later, the boat had completely turned around thanks to a small course correction.

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.

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.

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.

For ICMI, January 2018

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.