log in to your account

welcome back! please log in to continue.


Practical Guides

Automating Key Business Processes

Business process automation (BPA) can reduce the time and costs needed to perform manual tasks. It allows companies to do more with fewer resources. Start with clear business objectives, focus on strategy, people and technology. BPA can support both ‘quick win’ goals and continuous improvement initiatives [more…]

Customer Experience, Trends and Staff Planning

Customer care executives often say that the most important metric in their contact center is ‘Customer Satisfaction Score’ because a good customer experience will lead to more business. For planning, however, such scores can also reflect seasonality, trends, and differences across contact centers. Read what customer experience metrics mean to planning analysts, and how to take advantage of [more…]

Cloud Versus Premise: A Decision Framework for Contact Center Technology

Contact centers have more choice than ever before. The choices can seem simple, but have far-reaching consequences. A decision framework can help you make the right decision for your organization. In contact centers, choosing between cloud and premise can be confounding for many reasons. Fortunately, the same fundamental decision framework for contact center technology can be used to both identify system requirements and review proposals. The framework begins with nine fundamental decisions that will lead to the best solution for you. We use this framework with every client. [more…]

Effective Use of Automated Dialing in Collections

Collections agents are only successful when they are talking to people. However, the low contact rates of manual dialing can leave agents talking to live persons less than 15 minutes every hour. Learn how an automated dialer solution and best practices can improve contact success and increase agent productivity levels to 45 to 55 minutes each [more…]

Forecasting, Planning, and Decision-Making in an Era of Significant Uncertainty

With more random and unpredictable changes in volumes and contact content, the standard planning approach no longer applies. Planners need better, more innovative tools. Find out what new forecasting and planning tools are available to handle all the business [more…]

Implementing a Quality Monitoring Program in the Contact Center

Quality monitoring is a must to reach higher levels of operational performance, agent performance, and customer satisfaction. The best contact centers clearly define what they expect their quality monitoring program to achieve, set well-defined objectives and measurements for the program, and put in place practices to meet each goal consistently. Doing so is the difference [more…]

Infrastructure Consolidation Considerations

Lower costs and greater efficiency have long been common refrains in IT. As businesses turn to IT to launch new products and deliver services, IT leaders must provision a more versatile voice and data infrastructure to meet these objectives, at the business’s pace. Consolidating multi-point infrastructures can help, and [more…]

Innovating with the Cloud: A Corporate Level View

The cloud is helping companies of all kinds find inventive new ways to conduct organizational operations and serve customers. True innovation via the cloud, however, involves integrating cloud technologies into services for business users, and building scalable processes for provisioning and support. It requires a new mindset toward IT and the business, along with the [more…]

Jumpstarting Your Contact Center with Communications as a Service (CaaS)

Executives turning to the CaaS model for their contact centers to gain rich benefits like minimal startup costs and a manageable monthly cost structure, advanced applications like workforce management and outbound dialing, and the flexibility they need to create and maintain a dynamic business environment. Learn what else CaaS does, and just how easy it is [more…]

Making SMS a Valuable Media Channel for Business

Short Message Service (SMS) — also known as text messaging, texting, mobile messaging, etc. — is more than just a tool for social interactions. As texting volumes threaten to surpass those of email and voice, the value of SMS in the contact center [more…]

Measuring and Managing Shrinkage in the Contact Center

Measuring and managing shrinkage is a core piece of the workforce management process. When properly implemented, it can assist contact center leaders in achieving service level goals and minimizing unproductive agent time. Read how to measure shrinkage, the steps to setting attainable shrinkage goals, managing with shrinkage in mind and how to [more…]

Measuring Customer Satisfaction in the Contact Center

In most contact centers, customer satisfaction has become paramount. Read why post-call IVR surveys are an effective low-cost method for measuring customer satisfaction, and how 10 best practices based on the American Customer Satisfaction Index™ (ACSI) published annually by the University of Michigan significantly improve the make-up of a survey [more…]

Migrating to VOIP: Planning and Design Considerations

The migration path for deploying a voice over IP (VoIP) solution is never the same from one organization to the next. But with things like the SIP communications standard and recommended bandwidth and Quality of Service (QoS) measurements for IP networks, organizations can establish an effective baseline for their VoIP solution deployment — and for the best possible system and network performance once their solution is in place. [more…]

Moving your Contact Center to the Cloud

Every contact center is unique, which makes its path to the cloud equally unique. There is no standard blueprint for moving various business, operational, and network functions to a cloud environment. There is no exact process to maximize security and virtualization. But by working within a framework of key considerations, a contact center can develop [more…]

Outbound Dialing Compliance

Navigating the treacherous waters of outbound dialing on a large scale can certainly be tricky these days. A broad set of laws and regulations exist for organizations who make outbound calls for all outbound industry types such as Telemarketing, Collections, and Notifications. Companies must balance risk vs. reward to stay profitable while remaining as compliant as possible. Several governmental agencies and entities exist that are watching and listening to the complaints and lawsuits emanating from outbound calling. Since the passing of the TCPA more than 20 years ago, mass predictive dialing has been under attack from consumer groups, as well as from some in the legal community, looking to cash in on the lucrative fines and penalties imposed by these regulations. [more…]

Skills-based Routing

In a contact center, justifying a technology investment comes down to understanding the solution’s applicability and how it can benefit agents, customers, and the business as a whole. Skills-based routing is a technology that can lead to improved business performance by improving agent performance and the customer experience. Learn how to implement a skills-based routing [more…]

Understanding if the Cloud is Right for Your Small Contact Center: What to consider and how to move forward

Is the cloud a positive alternative for contact centers of 50 agents or fewer? The answer depends on key business and technology priorities. It also depends on finding creative, cost-effective cloud solutions designed for the small center, from a cloud provider with a proven record of contact [more…]