Can you give us some suggestions on how to enhance the agent interviewing process in our contact center so that it encompasses the multi-channel nature of the job?March 5, 2015Q&A
Our contact center uses skills-based routing, but what are some other methods for routing customer interactions?February 4, 2015Q&A
The Customer Journey Matters, Every Step of the Way January 14, 2015Contact Center, Customer Journey Analytics (CIA), Publications
What are visual IVR applications and why should they be considered as part of our customer self service portfolio?October 14, 2014Q&A
Could you explain what VDI is and why IT keeps telling us that we should implement this technology in our contact center?September 11, 2014Q&A
How can one best measure the performance of contact center quality assurance (QA) analysts? What key performance indicators (KPIs) should we measure them on?August 13, 2014Q&A
What are the requirements for building an effective financial analysis to obtain approval for a contact center technology investment?January 14, 2014Q&A
I’m working as a Manager of Training & Development at a contact center. I was wondering if you have any tips for new hire training and product-specific training to make it more interesting and less monotonous for the agents/trainees.November 2, 2013Q&A