IVR Optimization Improves Service and Reduces Costs
By Donna Fluss In many customer service contact centers, the interactive voice response (IVR) system handles approximately 55 to 95 percent of the calls, depending … Read more
By Donna Fluss In many customer service contact centers, the interactive voice response (IVR) system handles approximately 55 to 95 percent of the calls, depending … Read more
Businesses need to determine whether the call center metrics they use still fit the multichannel customer service model. By Faith Ocampo Multichannel customer support is … Read more
By Dave Murray In recent years call centers have been called the “white-collar sweatshop” of our time. The first time I heard this reference, it … Read more
By Jim Iyoob I am an avid believer of excellent leadership skills in the call center. As a leader, people not only judge you by … Read more
By Chuck Ciarlo Evolution, whether referring to biology or business, means a slow, gradual process. This is not an article about the evolution of the … Read more
By Rob Schneider The contact center industry is inundated with regulatory requirements, yet maintaining compliance is critical for business success. Ensuring compliance isn’t easy with … Read more
By James Keller Today customers can buy what they want, when they want it – day or night, anywhere on the planet. Since the early … Read more
By David Schreck How many reports do you review on a daily, weekly, or monthly basis detailing your inbound call center? Most of these reports … Read more
By Gabriel Bristol Professionals use frequently the phrase “corporate culture,” but they seldom really define it. Simply put, corporate culture describes and governs the ways … Read more
By A.J. Windle The Super Bowl, an NBA title, the Stanley Cup: These are all examples of goals that each team within these sports strives … Read more