By: Miller Ray On: August 30, 2019 In: Contact Center Comments: 0

Have you ever interacted with a customer service representative and it seemed like you were in two completely different conversations? No matter what you said the agent would include something in their response that seemed out of place! Let’s take a look at what may be the cause. Most customers […]

Read more
By: Sasha Ray On: May 23, 2019 In: Contact Center Comments: 0

Over the years, I have worked with a variety of retail clients to implement an online contact strategy.  Across the industry, the story is the same. The buyer behavior is continually changing.  So where are they now? To understand the changes that are going on today, we need to account […]

Read more
By: Jimmie Chevrier On: April 23, 2019 In: Contact Center Comments: 0

Let’s face it. Even the most technologically savvy of us need some occasional assistance. It could be something as simple as making a purchase online or just information gathering. Or it could be significantly more complex like when your technology fails you and you don’t know how to fix it. […]

Read more
By: Norman Seto On: March 20, 2019 In: Contact Center Comments: 0

Today your prospects visiting your website are well informed and expect to have things with urgency and convenience in mind. Many are already educated on your offerings which means that there’s a high likelihood of many site visitors being in buying mode upon entry – aka Hot Leads! Your spend […]

Read more
By: Paul Ridenhour On: February 20, 2019 In: Contact Center Comments: 0

The World Wide Web as we know it today has only existed for about 30 years but has completely revolutionized how businesses and people connect and interact. If you look back 25 years, you would discover that to pay a utility or credit card bill most consumers had to whip […]

Read more
By: Derrick Chin On: January 20, 2019 In: Contact Center Comments: 0

Since my early days working in Contact Centers, I have always viewed Contact Center management as if I was a zookeeper trying to keep order between all of the different animal populations. We need to make sure not to put the flamingos in the same enclosure as the lions so […]

Read more
By: Mike Stettler On: December 31, 2018 In: Contact Center Comments: 0

One of the most common questions I hear from clients who manage agents in a multichannel environment is, “Why can’t we just do it like our phone business?” It’s a great question and there are far more reasons why you shouldn’t run other channels such as chat, messaging or social media […]

Read more
By: David Currier On: December 05, 2018 In: Contact Center, Genesys, Interactive Intelligence Comments: 0

The need to communicate with each other has always been a critical part of the human experience. We communicate face-to-face with words, gestures, posture, and facial expressions. But as technology has progressed, we have found the need to communicate across greater distances in less time with greater efficiency. Success in […]

Read more
By: Derrick Chin On: October 17, 2018 In: Contact Center Comments: 0

Like any technology that you procure for your team, there are many choices and variations. What should you be looking for in a CRM? Why is one feature more important than another? What’s the difference between a Sales CRM versus a Service CRM? The hardest part is determining where to start. Here are a few questions you can ask that will start you down the right path:

Read more
By: Max Greene On: September 21, 2018 In: Contact Center Comments: 0