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Contact center social will (slowly) become norm
In this expert response, find some ways contact centers are using social media channels to manage customer contact volume. Ask the Expert
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The benefits of real-time speech analytics
Real-time speech analytics is in its early stages. What are the benefits and drawbacks of integrating this new technology in your contact center? Ask the Expert
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The pros and cons of real-time speech analytics to monitor agents
Expert Lori Bocklund weighs in on using real-time speech analytics to monitor your agents. Ask the Expert
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Give agents varied challenges during contact center downtimes
Contact center managers can give agents a change of pace with varied tasks to take on during idle time. Answer
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Is your call center multichannel or cross-channel ?
Multichannel contact centers are evolving into cross-channel centers. Lori Bockland examines the differences between the two contact center concepts. Answer
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Live chat customer support software -- a cost or benefit?
Expert Lori Bocklund explains the benefits and drawbacks of using live chat customer support software in the call center. Answer
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How to implement an effective call center workforce management system
Expert Donna Fluss explains how to effectively establish a call center workforce management system – from creating a flexible scheduling plan for employees to reduce operating expenses, improve efficiency, enhance employee morale and increase agent ... Answer
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How long should I spend on the quality monitoring process for each call?
Find out how long to spend on quality monitoring process for each call in your call center in this expert tip. Learn why top-tier quality monitoring (QM) software can speed up the call center quality monitoring process. Ask the Expert
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How to calculate workforce management ROI and benefits for the call center
Trying to measure ROI for workforce management (WFM)? Read expert advice on the benefits of WFM, including more accurate forecasts and scheduling, resulting in better match of resources to workload. Ask the Expert
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Using click-to-call vs. click-to-chat software
Learn the pros and cons of using click- to-call vs. click-to-chat software and find out which is best for reducing costs and improving the customer experience. Ask the Expert