Q&A

What does digital transformation mean for contact centers?

September 12, 2017
Q&A

Our contact center supervisors spend most of their time taking escalations and answering agent questions, rather than working with their teams. Could adding team leaders help?

August 15, 2017
Q&A

What is robotic process automation?

June 30, 2017
Q&A

Our contact center and back-office operations don’t get along and don’t work well together, which is hurting the customer experience. How do we fix this? What are some ways to reverse this and foster collaboration?

June 13, 2017
Q&A

Can virtual queuing be used as a method to manage call volume with a smaller complement of staff?

May 15, 2017
Q&A

We’re just getting started with gamification. Can you provide some best practices to help us get our program off to a good start?

April 14, 2017
Q&A

We’re hiring agents to handle email, chat and social media. I also expect them to handle calls when the volume is high. What questions should we ask?

March 10, 2017
Q&A

Our contact center is moving in-house from an outsourcer. Much of the documentation used by the outsourcer is out-of-date and some is paper-based. How do we organize information for our new center?

February 14, 2017
Q&A

We’re considering the addition of a retention team. Is that a best practice or should all agents be equipped to handle cancellation requests?

January 5, 2017
Q&A

Are there actual, tangible benefits to “agent engagement,” or is it just hype caused by the influx of Millennial employees into contact centers?

December 15, 2016
Q&A

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