Many factors influence purchase decisions for contact center technology. Knowing what is possible and the realities of today’s technology – functional, architectural, implementation, support – can be a tremendous help for envisioning your center’s future.| Strategic Call Center Consulting
Once you’ve decided which technologies you’d like to pursue for your contact center, you’ll need to establish the parameters and timeframe for your selection process.| Strategic Call Center Consulting
It takes time to design, configure, integrate, test, and roll out contact center technology.| Strategic Call Center Consulting
To ensure success, AI needs careful design to apply it well, tuning to get it just right, adaption as things change, and experienced and diligent people to work with it.| Strategic Call Center Consulting
Credit union contact center surveys and discussion forums shed light on what's happening with frontline staff.| Strategic Call Center Consulting
In recent years, we have had the pleasure of being immersed in the credit union industry. We’ve fielded comprehensive benchmarking surveys that cover contact center operations, metrics, technology, and resiliency.| Strategic Call Center Consulting
While self-service bots are in their infancy, it's a good time to think about how to do it right so that customers embrace your the technology rather than curse it.| Strategic Call Center Consulting
Contact center rely on analytical support across eight functional areas. The roles collaborate and pursue optimization and achievement of performance goals – for individuals, teams, centers, and the organization.| Strategic Call Center Consulting
We’ve just published results from our Seventh Annual Contact Center Challenges and Priorities Survey. As with prior years, it was a short survey that asked two simple questions of contact center professionals: What are your biggest challenges today? What are your top priorities for the new year? W...| Strategic Call Center Consulting
Work From Home (WFH) programs have moved from the sidelines to center stage in most contact centers, courtesy of COVID-19. Thousands of agents worldwide scrambled to set up home offices all the while addressing higher call volumes, longer handle times, and a myriad of changes related to their physic...| Strategic Call Center Consulting