Contact Center
What is Call Queue Management?
Call Queue Management: How Can Call Queuing Help Your Business? Call queue management is the oversight of call queues to make sure customer wait time is minimal, while also ensuring fair workload distribution to the agents working. When done correctly, good call queue management can lead to reduced wait times and overall better customer experience.…
Read MoreThe Inside Story on Customer Experience Keys to Success from Annette Franz
The Inside Story on Customer Experience Keys to Success from Annette Franz In our work with contact center setups around the world, we focus on customer experience. On the road to delivering an optimal customer experience for their outside customers, many Business-to-Business (B2B) companies overlook the crucial role their employees play in this make-or-break undertaking.…
Read MoreBen Motteram on How to Measure Customer Experience: Advice from the Front Lines
Ben Motteram on How to Measure Customer Experience: Advice from the Front Lines We are excited to introduce this special guest in our cloud contact center series. With a wide array of client engagements and an extensive background in telecom and IT industries, Customer Experience Expert Ben Motteram excels at measuring the customer experience. He…
Read More“Customer What?” Looking Ahead with Ian Golding
“Customer What?” Looking Ahead with Ian Golding “Now, more than ever, should be a wonderful time to be a customer”, says Ian Golding, author of Customer What? a refreshing and practical guide to the service experience. We recently chatted with Ian asked about the year ahead. Q1: How do businesses establish and maintain a “customer service”-driven…
Read MoreMike Aoki – “I’ve Been In Your Shoes.”
Mike Aoki – I’ve Been In Your Shoes Mike Aoki knows his way around a contact center. In the early 1990’s, he handled 50,000+ calls as a Bell Mobility customer service agent; later in the decade, he managed a 12-person contact center training team responsible for the professional development of 900 agents. In short, he…
Read MoreInspiring Market Influencer Sean B. Hawkins
Inspiring Market Influencer Sean B. Hawkins “Amazing service begins with engaged leaders,” writes Sean B. Hawkins, in a recent Call Center Weekly article. Hawkins should know. An International Customer Management Institute (ICMI) Advisory Board Member and past winner of that organization’s “Global Call Center of the Year,” Sean focuses on driving contact center culture and…
Read MoreRoy Atkinson – Customer Service In The Digital Age
Customer Service In The Digital Age – By Roy Atkinson Roy Atkinson makes any short list of leading service and support industry influencers. His specialty is exploring the connection between customer service and technology, with extensive experience in the IT and technology industries. Roy took a few minutes to update us on his latest…
Read MoreMichael Pace on Revolutionizing the Customers Experience
Michael Pace – Revolutionizing the Customers Experience Michael Pace, an Incoming Call Management Institute (ICMI) leader, is passionate about helping companies create customer service environments, journeys, and actions that help make their customers more successful. I recently caught up with Michael who shared his thoughts on today’s customer experience, digital transformation, and the customer’s experience…
Read MoreThe Top Benefits of Call Center SIP Trunking
The Top Benefits of Call Center SIP Trunking Which benefits make SIP trunks the most promising option for unified communications? We’re breaking down 6 advantages of SIP trunks, including amazing data around productivity, cost reduction, and ROI! The Advantages of Modern SIP Trunk Strategies In 2020, the global business environment changed dramatically. A dramatic shift…
Read MoreChecklist for Setting Up a Call Center
[Checklist] How to Set Up a Call Center A call center is a big investment and a huge commitment for a business. Because of that, our customers often ask for our expertise on setting up a call center. We’re always here to help. While the process has become more streamlined as the industry, technology and…
Read More
