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Cisco CUIC for Actionable Insights Into Contact Center Operations
January 16, 2017
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Business-centric analysis of contact center data increases insight into the customer experience. Detailed reporting of application performance should include call data, agent performance, SLAs and more. Stakeholders should have everything they need to optimize efficiency and performance, real-time metrics, reporting and call monitoring.
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Build or Buy Contact Center Analytics?
January 2, 2017
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As software capabilities evolve from data collection through data analysis to the latest developments in Artificial Intelligence (AI), it’s generating exciting possibilities for the Contact Center reporting tools as well.
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Malick’s rendition of Hallelujah
December 25, 2016
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Malick’s rendition of Hallelujah From my family to yours: Shaheen Malick (Cello), Sonny Malick (Piano), Sachal Malick (Violin) , and Malika Malick (Violin) perform hallelujah on Christmas eve 2016. Merry Christmas!
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Five Challenges of Contact Center Leaders
December 17, 2016
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RISK MITIGATION & COMPLIANCE Ability to mitigate operational risk and ensure regulatory compliance. For example ability to record voice/chat/screen capture. Today’s omnichannel, anytime, anywhere, any device communication has further increased the risk. OPTIMIZATION Ability to optimize operations with a focus on process, technology, and workforce utilization. For example, routing contacts to an agent based on […]
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Customer Experience: You Cannot Compete Solely on Product Quality, Price
December 9, 2016
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Customer experience will determine whether businesses thrive or simply survive in a consumer-led environment. The role of customer service in general is more vital than ever, with the urgent requirement for Contact Centers to adapt to meet the challenges of being the brand ambassador in all contacts.
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Embrace the customer experience as a strategic competitive advantage.
November 29, 2016
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Embrace the customer experience as a strategic competitive advantage.