call center KPIs and benchmarks

Feel Like You Are Flying Blind? Call Center KPIs and Benchmarks Can Help

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Before modern avionics, pilots set a fixed point on the horizon and flew their planes using a center stick and right and left rudder pedals.  These controls allowed the pilot to keep the airplane on course by controlling altitude and direction.  Likewise, call center KPIs and benchmarks act as controls to establish direction and to know […]

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AI in the contact center

AI in the Contact Center – When and Where?

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Artificial Intelligence (AI)  in the contact center.  Does this phrase elicit excitement or many questions?  To some, AI in the Contact Center, conjures up images of chat bots or AI call center agents.  While many contact centers are experimenting with chat bots, many also see the vision of infusing their entire call center with AI. […]

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exceptional CX

Great Customer Experience has the Power to Accelerate Growth

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Markets and opportunities move fast. Great Customer Experience has the power to accelerate growth as consumers have more power than ever before. Social media accelerates the flow of information and gives everyone a voice. Technology all but makes time and place irrelevant by providing anytime, anywhere access to almost anything. If any organization is perceived […]

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SLA

Alexa, How are My SLAs Doing?

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As a large travel management company, Omega World Travel continues to break new ground operationally and in the CX it provides to customers, thanks in large part to its move to NICE inContact and the CXone cloud-native platform.  The company continues to develop innovative applications, from integrating with its proprietary reporting platform, Omegalytics, to harnessing […]

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contact center

Get Your Contact Center Ready for the Modern Age

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If you purchased a laptop in 2012 and compared it to one today it would be like comparing a raft to a nuclear submarine!  That’s because all technology has a “shelf-life”. For many IT systems this is about seven years.  This is also true for call center systems.  Why does technology have an expiration date? […]

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The Problem with Doing Nothing in the Contact Center

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Boston is famous for its meandering streets that seem to take the long way to where you need to go.  Folklore tells of how the trails of aimlessly wandering cows were simply paved over. This may not be true, but it serves to illustrate a point. When we become complacent with inefficiencies they can become […]

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boost revenue

Boost Revenue in 8 Easy Steps

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What can you do when revenue targets keep increasing but your budget stays the same? It’s a challenge more and more companies are facing – and many of them are looking to their contact centers for solutions. Because progressive leaders understand a new CX strategy can transform corporate culture; turn customers into advocates; and boost […]

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Growth Hacking — What It Is, Why You Need It, and How to Do It

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If you’re part of a team responsible for driving growth, you know how difficult it is to achieve a very challenging revenue goal only to start over the next quarter or year. But simply starting over would be easier if you also didn’t have to exceed the target you just bloodied yourself to achieve! That’s […]

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exceptional CX

Exceptional CX: The Business Case of Going from Good to Great

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According to Mark Smith, CEO and Chief Research Officer at Ventana Research, over two thirds of organizations today, and in the future, indicate customer experience as their top way to compete for customers. Let that sink in for a moment. When it comes to growing their business, these organizations are betting that customer experience is […]

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modernize

How to Build a Compelling Business Case for Modernizing Your Contact Center

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Increasingly, the contact center is used to deliver holistic customer experience throughout a lifetime of customers’ journeys. This makes sense since many of the activities designed to acquire and retain customers and to deliver and support products and services all utilize the contact center in some fashion. But what do you do if your outdated […]

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