Multichannel FeedbackBy Susan Hash
To provide consistent service delivery across contact channels, organizations need to consolidate feedback sources to develop a unified view of the customer. A look at the barriers and challenges facing today’s multichannel organizations.
Building a Better DesktopBy Jay Minnucci
Do your agents have the information that they need to handle customer contacts accurately and efficiently? Key desktop design considerations to ensure that your agents have the right tools for the job.
It’s Time to Put the Spotlight on Desktop OptimizationBy Lori Bocklund, Brian Hinton and Matt Morey
Few projects have the potential to improve agent efficiency and service delivery as desktop optimization. Read about the eight steps for an agent desktop makeover.
Foster Lifelong Learning in the Contact CenterBy Oscar Alban
Engaging in individual training sessions and setting performance benchmarks and goals can help your agents change their workplace mentality from “necessary paycheck” to “empowered agent.” Learn how to create a lifelong learning environment.
SciQuestBy Susan Hash
At a time when most companies were slashing budgets, cutting resources and trimming staff, SciQuest was busy fine-tuning its customer communications and service delivery. Find out how this award-winning support provider puts the customer at the center of continuous improvement.
Optimizing Skill-Based RoutingBy Maggie Klenke
The road to effective SBR design is filled with obstacles. Find out how to navigate past the potholes.
Five Secrets of a Forecast JunkieBy Tiffany LaReau
Whether you’re a new workforce manager or a seasoned professional, our Power Forecaster’s tips will help you to hone your technique.
Moving Contact Centers from Planning into Action: The Frontline Leader’s RoleBy Tim Montgomery and Sharon Fernandez
Does your leadership team inspire continuous improvement? Three key questions to help you drive a customer-centric view of your operation’s performance.