Remote Agent Options for Call Centers
In response to COVID-19 virus concerns, precautions and corresponding disaster planning, call centers should plan for supporting remote (at-home) agents in scale to facilitiate contintued call center operations. This is intended to provide guidance to customers on technical options avaiable to support timely implementation of remote agents…
The Spooky Truth About CX
Have you read Forrester’s Customer Experience Index for 2019? It revealed a spooky truth about the state of CX in 2019: Your CX is probably stagnant and has been for a while. “A whopping 81% of brands had stagnant scores this year. Many industry front-runners saw their scores decay. For the fourth year running, no brand made it into the ‘excellent’ category,” Forrester found.
The Scary Truth: Multichannel CX Isn’t Enough. Here’s Why.
The customer experience climate is challenging to negotiate in 2018. Customers are holding businesses to a very high standard. They expect interactions to be seamless and integrated and available to them on multiple channels of their choice – regardless of company size. Many contact centers are falling short. Forrester’s report from June on the state of contact centers in 2018 shows CX is stagnating for the third year in a row, with no clear winners or leaders meeting what their customers need.
Skills-Based Routing
Skills-based routing (SBR) is a process that assigns incoming calls to the most suitable agent in the contact center available at the time. While a variety of call routing strategies can be applied at contact centers, skills-based routing remains one of the most popular. An effective SBR strategy is one that balances the needs of the customer……
Best Practices in Skills-Based Routing for the Multi-Channel Contact Center
Skills-Based Routing (SBR) is a process that assigns incoming calls to the most suitable agent in the contact center available at the time. Designing an efficient and effective SBR requires careful consideration of technology, business processes, and workforce characteristics…
Keeping Up with Customer Expectations
“In the new world, it is not the big fish which eats the small fish, it’s the fast fish which eats the slow fish.” This quote from Klaus Schwab, economist and founder of the World Economic Forum, sums up a challenge businesses currently face across every industry. Technology and innovation are advancing at such a lightning fast pace, it’s daunting keeping up with them……
Preparing Your Contact Center to Meet Customer Expectations of Today and Tomorrow
Meeting customer expectations once meant having a skilled team of agents under one roof that could efficiently answer calls. While the voice channel continues to be critical for delivering great customer experiences, it’s no longer enough. Forrester data indicates that two-fifths……
Why Building on Top of Legacy Call Center Systems Lends Itself to a Siloed Customer Experience
Consider how much contact centers have changed in just the past 10 years. What was once a hub for voice interactions has quickly evolved into a center for omnichannel engagement across the enterprise. Today’s customers expect….
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