Baseball and Contact Center Technology
It's that time of year when baseball appears on our television again...Batter Up, Baseball season has begun! But why are we talking about baseball? Well, the management of a sports team, any type of athletes on a team really, is not that different from the management of contact center agents. Remember the Oakland A’s—the major league baseball team that inspired the book and movie Moneyball? They...
Protect Customer Information and Reduce Risk
The nightmare of Target’s data breach during the holiday season a few years ago still haunts businesses today. The aftermath of severe fines, loss of customer trust and a seriously bruised reputation - not to mention the reported $61 million payout – leaves corporate executives shaking in their boots when thinking about their own company’s payment security plans. (...
How to Find the Right Voice for Your IVR
Choosing a Voice Vendor: Find the “Just Right” Partner When searching for voice talent for your IVR it is important to understand the goals and objectives of the project and align those to the right partner. For the best result, it’s essential that you identify a voice provider that knows the contact center and its related technologies. The “too big” and “too little” options will leave you...
How to Choose a Voice for Your Interactive Voice Response Solution
Many customers first encounter your brand through the voice channel. Today, with an increasingly multichannel and digital marketplace, the phone (and the Web) is your company’s modern-day “front door.” Each time a customer calls, your brand is on the line when “the door” is answered. A great experience over the voice channel depends on two factors—the technology and the human touch, meaning the...