June 13, 2020
Remote Work is Working
Contact Centers Demonstrate Value Amid COVID-19 and Beyond Until very recently, only 13% of contact center agents worked remotely on a permanent basis. Now, in an environment shaped by the c ...
March 20, 2018
Driving Contact Center Change: Chatbots, OmniChannel, Cloud
Chatbots, Omnichannel and Cloud are three top trends for contact centers. Why? Because each one in its own way increases efficiency and decreases customer effort. The value of efficiency is ...
February 21, 2017
Contact Center & CX Predictions for 2017
This time of year, everyone is making predictions-and not just on who will be the Final Four or how the Cubs will do this season. We plowed through the flurry of contact center and cx predic ...
November 15, 2016
TCPA 2017: Key Issues and Proactive Steps for Contact Centers
Now is not the time to take your eye off TCPA. It might be tempting to continue business as usual until the appeals courts makes a ruling. However, this approach is fraught with danger. The ...
August 22, 2016
Millennials Change Things Up
Millennials Change Interactions. Interactive Intelligence recently published an e-book that discusses changes wrought by millennials. Individuals in this generation are rapidly changing both ...
August 17, 2016
Getting Proactive Communications Right
Proactive Communications Improve Loyalty. I spent most of August 8th wondering if my Delta flight home would be cancelled. This was the first day of what turned out to be a multiple days of ...
February 4, 2016
Strategic Predictions for 2016
Late last year Gartner published their report “Top Strategic Predictions for 2016 and Beyond: The Future is a Digital Thing.” The report is packed with insight and observations relevant ...
February 27, 2015
Reducing Customer Effort through Next Issue Avoidance
Contact centers are in the unique position of being able to predict the future. When a customer is in the middle of resolving an issue, the contact center knows: What issue the customer is working on What the customer has recently done to try to resolve the problem, and What company proced ...
February 5, 2015
Contact Center Trends 2015
Interactive Intelligence recently hosted a webinar presenting the top trends for this year. Guest speaker Ian Jacobs from Forrester provided insight from a market research perspective while Sheila McGee-Smith (McGee-Smith Analytics) and Don Van Dorn (Vanguard) added their views during the ...
November 19, 2014
Tuning Your Real-Time Speech Analytics Implementation
Real-time speech analytics helps the contact center identify calls in trouble and fix them while the customer is still on the line. It helps highlight upsell and cross sell opportunities and capture more revenue from the call.