January 31, 2014
Callbacks and Service Level Improvement
Callbacks provide a new way to manage call volume by enabling customers to opt out of the holding pattern.
January 22, 2014
Intraday Management: Taming the ‘Big Four’ Beasts Behind Contact Center Failure to Meet Service Levels
Real-time monitoring can help contact centers avoid the four big problems that cause service level decline.
January 15, 2014
Improving Customer Experience through Virtualization
Virtualizing the contact center brings many improvements in customer experience.
January 2, 2014
2014 Customer Experience Trend: Callbacks Abound
So good is the payback from contact center callbacks for everyone that we predict it will not only see large-scale adoption in 2014 but will also become tailored to the particulars of each customer community.