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by Andy Watson

Three Tips to Survive the Holiday Rush

For many, the holiday season is something to look forward to, especially as the tumultuous year of 2020 draws to a close. It is a chance to slow down, spend time with family and friends, and, of course, shop! Black Friday and Cyber Monday have an enormous impact on retailers....


by Andy Watson

Two Reasons Online Engagement Matters – Part Two

The previous blog post in this series examined the need for businesses to reexamine how they engage with their customers. Word of mouth and advertising are less effective today, as consumers do their research online. They look at positive reviews, negative reviews, and how businesses respond to reviews (if at...


by Andy Watson

Two Reasons Online Engagement Matters – Part One

Before the Internet, the reputation of a business was mostly reliant on word of mouth. This could be organically through family or friends discussing their experience, or using paid promotions such as advertisements with testimonials. Although the concept of business reputation has stayed the same, the delivery methods and customer...


by Andy Watson

Three Ways Artificial Intelligence can Improve Customer Service

In the past, contact centers were entirely dependant on human capital to handle service interactions. However, as businesses desired to streamline operations, they have looked to Artificial Intelligence (AI) technology. This post will discuss three ways that incorporating AI into the customer service workflow can improve the customer experience and...


by Andy Watson

Four features essential for high-urgency customer service

All contact centers are driven by metrics, with the goal of providing a frictionless customer service experience. However, there are some situations that, from a consumer perspective, have a more critical dependency on efficient interactions. Such was the case when The Functionary, a leading business process support services company, needed...


by Andy Watson

Enabling detailed business insight with disposition codes

Reporting is the lifeblood of a contact center. Measuring call volume, abandonment rate, and wait time can help determine resourcing plans. Metrics such as the average speed of answer (ASA), average handle time (AHT), and agent utilization can help measure the performance of service representatives. While this data can specify...


by Andy Watson

FOUR KEY LEGAL REQUIREMENTS TO MEET WHEN USING AUTOMATED DIALERS

A previous blog post described the advantages and disadvantages of using outbound dialers. Businesses use automated dialers to use resources more efficiently and increase the number of calls per day. However, there are numerous legal implications to consider, and violators can be fined up to $42,530 per call! What are...


by Andy Watson

TWO WAYS BUSINESSES CAN REDUCE THEIR ABANDONED CALLS

Whoever coined the phrase “Patience is a virtue” was never in charge of a contact center. Consumers are not as willing to wait on hold as they were even a few years ago. A 2017 survey by American Express revealed that 61% of consumers were willing to wait on hold...


by Andy Watson

PROVIDING BUSINESS CONTINUITY FOR CONTACT CENTERS – PART TWO

The previous blog in this series focused on the physical challenges of contact centers. Outside factors such as weather and transportation can often hinder the ability of the workforce to get to a physical office. There can also be challenges within the office, which can take an entire system down....


by Andy Watson

Providing Business Continuity for Contact Centers – Part One

When a business uses a traditional, on-premise contact center, there can be logistical challenges. These solutions depend on customer service representatives being physically present in an office location. Unfortunately, many unforeseen events can hinder that in-person attendance. CHALLENGES THAT PREVENT REACHING THE OFFICE There are multiple reasons why contact center...