Workforce management solutions in the cloud leverages human capital

Workforce Management software helps contact centers get the most value out of their workforce. The ability to schedule call center personnel and monitor their performance are huge advantages, but perhaps the biggest benefit of Workforce management software is the analytics capability that gives contact center managers clarity in their operation and provides direction for improvement. Read More

Hosted call center solutions in the cloud are rising to the occasion

Hosted call center solutions change the playing field to win-win. Hosted deployments mean your call center support system is placed in the hands of a reliable and reputable service provider who trims the fat and adds the muscle to your call center operation. And your only cost-center considerations are your monthly service charge, which has... Read More

Optimizing the Contact Center/Call Center

Join USAN and CCNG on August 22nd to learn breakthrough strategies and techniques your contact center can use to exceed customer expectations, and raise performance standards. This unique seminar is designed for executives, managers and IT decision-makers of call centers who need to stay informed about the latest industry trends, best practices, and rapidly evolving... Read More

Multi-channel customer self-service is the ultimate shopping cart

Empowering customers to help themselves, and deflecting routine customer transactions from your busy call center staff is the obvious result of implementing customer self-service applications. But making this happen across channels is the key, and requires more than just willingness to improve the customer experience. Read this article to get ideas how multi-channel customer self-service... Read More

Workforce Management and Getting Everyone to Row Together

Workforce Management software helps contact center managers get call center agents rowing the boat together for better performance and better customer service. Read this article to see how workforce management software, previously a manual and flawed process, can become an automated dream come true for call centers looking to improve efficiency and customer service levels. Read More

Happy call center agents = happy customers

Can the customer's experience be a happier one if the call center agent is happy? Why not? This article explores what makes a call center agent happy and how that satisfaction can be transferred to the customer for an improved customer experience. Read More

Enhancing the customer experience in the cloud

Your on-premise contact center equipment is beginning to age, and there is a ton of great new integrated customer management technology that you've been reading about. You're at a crossroads: what do you do? Read this article to learn more about the difference between cloud abnd on-premise call center solutions and how it can positively... Read More

Why the Voice of the Customer is a Driver of ROI

Listening to the Voice of the Customer drives lowered cost and service improvements. Because customers want to interact with their preferred devices on their own time frame, companies have adopted a cloud-based call center model for agile service delivery that accommodates change. Read More

Utilities Customer Engagement: Still Many Challenges Ahead

Some utilities are improving customer engagement, but the number is surprisingly small. According to some surveys, only 9% of utilities have a clear view of the customers they service. How can you have great customer engagement if you don't understand customer expectations? Read this article to find answers that will help improve engagements with utilities... Read More

Financial Services Customer Engagement Means Customer Empowerment

Whether checking balances, transferring funds or paying bills, customers want to be able to access accounts any time of day, from anywhere, without relying on customer service call centers. Offering multiple channels through which customers can make inquiries and conduct transactions enhances self-service, and saves both the company and the customer time. Read More