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blog 2016-12-24T00:54:38+00:00

Mobile Self-service Modernizes Your WFM

Effective Workforce Management (WFM) in contact centers seems to be fairly straight forward. That’s until you have to deal with all of the exceptions. But when agents use their mobile devices to help themselves with managing exceptions, your burden becomes a whole lot easier. Mobile Self-service Modernizes your WFM Click to Tweet While it does take a lot of [...]

Can Bandwidth Be Your Customer Experience Advantage?

Are you a seeker of new things? What about re-discovering the old? I sure do get excited when these two things happen simultaneously. That’s exactly what happened when I realized that bandwidth could be your customer experience advantage. Can bandwidth be your customer experience advantage? Click to Tweet I got the chance to see something old in an entirely [...]

End Finger Pointing in the Contact Center Communication Cloud

There are too many times when it seems like the fog has rolled in and it’s hard to see where you need to go. When it comes to trying to figure out the contact center communications cloud landscape, the fog began to lift for me somewhat at Call Center Week. End Finger Pointing in the Contact Center Communication Cloud [...]

10 Steps to a Better Agent Career Path

10 Steps to a Better Agent Career Path The high energy and the feeling of ‘making a difference’ are all highly attractive components for many choosing to work in the contact center industry. But it can become unattractive for people that want to continue to grow and build their skills. It may seem like a dead-end job. To retain [...]

July 20th, 2017|Categories: Agent skills|Tags: , |0 Comments

Small Call Centers Go Big with Speech Analytics

Small Call Centers Go Big with Speech Analytics “But we’re small.” This is often the reply leaders of smaller call centers use when they look at many of the contact center solutions in the marketplace. They just think they can’t have what the larger centers can because of their size. Well ‘small’ is not a barrier for speech analytics [...]

Awesome Quotes from Call Center Week

I just love quotes. Just like I love to ask guests on the Fast Leader Show to share their favorite quotes, it's one of the my favorite things to do at events. I enjoy live Tweeting the speakers. Below are some awesome quotes that I was able to capture while at Call Center Week in Las Vegas this year. [...]

July 6th, 2017|Categories: Contact Center Events|Tags: , , , |0 Comments