Cloud contact center solutions are one of the hottest topics of the year. And with the cloud on everyone’s mind, contact center managers and technical leads might be asking themselves – Are we missing out by not moving to the cloud? Find out if an on-premise or cloud solution is Read more…
Businesses must evolve to stay successful, and so do their contact centers. While shifting customer expectations and market trends can propel the need to scale a contact center, they aren’t the only reasons. Many factors indicate that it’s time for a change. From seasonal bumps to major system limitations, the Read more…
In the realm of contact centers, technology trends are moving at a lightning-fast pace. What was innovative five years ago has become undeniably outdated and inefficient. There also has been significant upheaval within the contact center industry. For some vendors, strategic acquisitions have jumpstarted innovation, particularly in cloud technology, artificial Read more…
In this article, our discussion is specific to Genesys Contact Center and the use of virtual queues for reporting purposes. We should clarify that this article is not about virtual queuing or the concept of receiving a callback instead of physically waiting for an agent. In Genesys software, virtual queues can achieve Read more…
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 seamless transitions from digital to voice channels. This requires all their information and the Read more…
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 of U.S. adults now prefer using digital customer service rather than Read more…
“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 Read more…
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. SBR in the Multi-channel Contact Center When skills-based routing was first created Read more…
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 Read more…
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 Read more…