5 Signs It’s Time to Upgrade Your IVR

Let’s face it, there are other technologies in the contact center that are more exciting than your IVR. But despite the rise of other communication channels, telephony remains “by far the largest inbound interaction channel,” according to ContactBabel. That being the case, it’s worth asking, “Is it time to upgrade the IVR?” Here are five... Read More

Omnichannel: Balancing Cost and Control

Two of the most critical issues companies deal with when deciding on the right omnichannel solution are what it costs and how it’s controlled. The cost of installing and maintaining a sophisticated omnichannel operation is as low as it’s ever been, for three reasons: The cost of all the pieces of compute-network-store infrastructure becomes cheaper... Read More

Omnichannel KPIs – A New Focus

As contact centers evolve into omnichannel centers, they’ll need to establish and track new KPIs that accurately measure value and success. That means taking new approaches and establishing new metrics that map to omnichannel strategies and goals. Here are a few examples of each. New Approaches Qualitative as Well as Quantitative We’ve been primarily focused... Read More

Omnichannel Villains

There is a widely believed superstition that an omnichannel investment is expensive, complex and disruptive. Central to this myth are twin villains: the first is Rip and the second, Replace. Their shared mission: drive up omnichannel costs to the point where it’s an unjustifiable investment, with slow payback and weak ROI. Rip and Replace is... Read More

Learn to Use All―Not Just Some―of Your WFM

Are you using as much of your WFM as you could? Often, the answer is “no.” The reason? People learn the mechanics of using a system, but not the concepts behind it. And without that knowledge, they can’t apply the kind of critical thinking that makes the most of WFM—and that delivers the highest ROI. Read More

IVR ROI: Generate Sales with a Smart IVR

Sales leveraging techniques with your IVR will transform it from a service-only channel into a strong sales channel. It’s ability to recognize caller profiles, follow business rules regarding how and where to route calls, and present both targeted and general offers are all IVR capabilities that many companies have yet to exploit. Read More

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

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