This Year (with WFM) Everybody Gets a Raise

That’s right: I’m spending your money. But you won’t mind . . . if you’ve got a first-tier WFM solution in place. Here’s why. Start with your agents. The goals here include improving call handling performance, and motivating and retaining agents. WFM systems help achieve those goals with smarter scheduling, gamification and continual coaching. Lifestyle... Read More

The Omnichannel IVR Guru

In one of our internal seminars the other day, Donny Jackson, our Senior VP of Software Development, gave us a kind of point-to-point roadmap of how IVR is part of, and in many ways central to, omni-channel commerce architecture. I thought I’d share the main stops along the way with you. It begins with intelligent... Read More

Smart Scheduling Improves Motivation and Productivity

Productivity and motivation go hand in hand in the call center. Or at least they should. Too often, both are missing in the call center, or one shoves the other aside. One of the obstacles to bringing those together is scheduling. It’s a kind of Goldilocks dilemma: how do you get it just right? How... Read More

Is Your IVR as Good as It Gets?

FIRST PRINCIPLE When IVR works well, customers love it—and often prefer it. When it doesn’t, they hate it. And far too often, it doesn’t work well. I know: tell you something you don’t know. To work well, your IVR system has to be smart. Smart IVR solutions never make you repeat information your customers have... Read More

Building Rome. Eating Elephants. Omni-Channel.

When it comes to implementing technologies, or finding new ways to connect technologies, taking a bite-at-a-time is the predominant best practice—for a lot of reasons. But here’s the question people often struggle with. Which bite do I take first? Your customers will tell you by their behavior, and this article helps you analyze the most... Read More

Omnichannel Commerce: A Big Deal for B2B

In recent blogs, I’ve repeated a phrase: omnichannel commerce. It’s not often used, but I didn’t invent it. I use it because it creates a clear distinction between what omnichannel is today—primarily a retail architecture—and what omnichannel will be when it matures: an architecture used in every category of business. (Fact check me on this:... Read More

Omni-Channel: No Rip, Replace (or Ripple)

One of the key buttons I’ll be pushing in the Omnichannel Blog over the coming months is the simplicity of moving to the omnichannel model. I’ll be returning often to the theme that the omnichannel is not a technology, but a way of thinking about technology. To transition to virtual desktops, or advanced disaster recovery,... Read More

Omnichannel vs. Multichannel—the Distinction is Clear

Search for “Omni-Channel vs. multichannel” and there are a lot of explanations as to what the difference is between them. Some are spot on; others are dense and circuitous and brimming with jargon—and not close to hitting the mark. This article distinguishes between the two and explains why the distinction is important. Read More

Omnichannel for 2015—It’s All in Your Mind

As one year ends and another begins, it’s customary to look both ways: behind us at the technologies and best practices of the past year, and ahead at what’s next. Omnichannel leaps to mind. If we look back, we see how retailers have embraced the omnichannel experience, and the clear value it’s brought to them... Read More

Hosted WFM: Gamification and Mobility Features from Teleopti and USAN

Developed by Teleopti and hosted by USAN, the recently released WFM version 8 includes more than 100 improvements over the previous release, making it a truly groundbreaking WFM solution. Among those powerful new features are gamification, through which agent engage in fun, game-like competition that boosts motivation and rewards measurable performance, and mobility, which includes... Read More

Threats to Cloud Call Center Security

How does a call center technology provider ensure data security and privacy? Read this article to discover the top threats facing cloud call centers and what to expect from a vendor's security and compliance practices. Read More

The Key to Big Data Success in an Omnichannel Contact Center

It’s easy to get caught up in the opportunities made possible by big data in the contact center. The information customers provide both explicitly and implicitly about their preferences and intentions can lead to valuable insights that improve how you engage with them. Once you start thinking outside the box, it seems there is no... Read More

Are you using Big Data to engage your Customers?

  Your organization’s contact center is a hotbed of data. Every interaction with the customer results in a wealth of information – some of it inferred, some of it explicitly stated – about the customer’s needs, wants and desires. This data offers organizations of all types and sizes an opportunity to take customer service to... Read More

Go read up on Customer Experience Ecosystem Mapping

As a panelist at ICMI Call Center Demo and Conference, Ian Hunter spoke about channel agnostic business processes that enhance the customer experience. He explores the theme in greater detail here, and refers to some useful reading material from Forrester analyst Paul Hagen. Read More