Baseball and Contact Center Technology

Baseball and Contact Center Technology

March 29, 2018 / By Marketing / Under

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...

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Great Customer Experience - No Magic Wand Necessary

Great Customer Experience - No Magic Wand Necessary

January 11, 2018 / By Donna Penwell / Under

As Contact Center managers spin around feverishly trying to keep up with the latest self-service trends, customers are continuing to do what they have always done…pressing zero a bunch of times trying to reach an live person!  Although technology is our friend when it comes to our smart phones and talking cars, customers still have a tendency to want to talk to an agent, even for the simplest of...

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Trust and Artificial Intelligence

Trust and Artificial Intelligence

October 30, 2017 / By Donna Penwell / Under

Despite the fact that Artificial Intelligence (AI) has become a household term over the last few years, studies show that there is still a widespread sense of trepidation around the topic. According to a recent report published by Forbes, when consumers were given a list of popular AI services, 41.5% could not give an example of AI that they could trust. Significantly, in verticals that...

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I Want It NOW! Customer Experience in the Contact Center

I Want It NOW! Customer Experience in the Contact Center

September 28, 2017 / By Donna Penwell / Under

We have all experienced that frustration.  We’re running out the door and just need to make that quick call to get a simple answer. Only we find that instead, we have entered the never-ending tangle of a Contact Center that wants us to press 1 if this or press 2 if that etc. No, we don’t want to make a choice – we want our answer NOW! Contact Centers are evolving, just as all businesses are in...

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Contact Center Dilemma - Self-Service or Agent?

Contact Center Dilemma - Self-Service or Agent?

August 29, 2017 / By Donna Penwell / Under

Millions of dollars have been invested in contact centers to support customers calling to ask questions, get support, purchase or return items - or just grumble. The personal agent-to-customer contact seemed important - until it wasn’t. The frustration of waiting for an agent, the aggravation of being transferred from one department to another, and the annoyance of having to re-tell your...

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Protect Customer Information and Reduce Risk

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. (...

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How to Find the Right Voice for Your IVR

How to Find the Right Voice for Your IVR

June 09, 2017 / By Marketing / Under

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...

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How to Choose a Voice for Your Interactive Voice Response Solution

How to Choose a Voice for Your Interactive Voice Response Solution

June 01, 2017 / By Marketing / Under

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...

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