Service Delivery

Customer-Centric Self-Service

Companies have been rushing to add channel choices for customers, but more is not always better.

Operations Service Delivery

Future-IZE your KPIs… and Your Frontline Experience!

Emphasis on production metrics is reflective of an old-school model that does not apply to today’s complex contact centers.

Operations Workforce Management Service Delivery

Hold On, I’m Comin’: What to Do with Callers on Hold

Repeating a hold message every 20 seconds will almost certainly increase abandons. People don’t need to be reminded constantly that they are on hold.

Operations Service Delivery COVID-19 Customer Retention

Go Beyond Net Promoter Score to Measure Customer Experience Effectively

Too often, businesses begin and end their strategies from their own perspective.

Operations Service Delivery Reporting

Surviving Post-Holiday Returns

The additional volume that comes as a result of a wildly successful holiday season can easily overwhelm a company that isn’t prepared, swamping customer service and negatively impacting...

Operations Service Delivery

The Consolidation Trend Will Further Hurt Quality in the Contact Center

The rule of 150 can improve quality and employee engagement in the large contact center environment. How do we know? Let’s look at ants.

Operations Service Delivery Remote Work Agent Motivation

Don’t Make Customers Wait: Smart Solutions for Balancing Demand with Finite Resources

In this era of instant gratification and increasing customer impatience, contact centers are on the front line when it comes to dealing with customers in a hurry.

Operations Service Delivery

The Latest Trends in Quality Assurance

QA programs need to live in the gray area, allowing agents to navigate complex issues, make tailored decisions and empower them to make things right.

Operations Service Delivery

How Embracing Digital Customer Service Can Create Brand Advocates

Digital-first customer service doesn’t mean ‘digital only,’ or that the first channel the customer uses will be the most effective at solving his or her issue.

Operations Service Delivery Strategy Customer Experience Service Delivery Technology Omnichannel

An Interview with Randal Hiester, Health First

We will do whatever it takes to get people the information, audits and training to make them successful.

Operations Service Delivery

Taking a Deep Dive into FCR

Measuring FCR is not always black and white. Add an FCR scoring matrix to cover those calls that fall into the gray area.

Operations Service Delivery Reporting

Five CX Early Warning Signs Customer Experience

What we really need is a way to measure customer happiness while our customers are interacting with our brand at every stage of the customer journey.

Operations Service Delivery

Five Obstacles to Digital Access in Today’s Healthcare Contact Centers

Healthcare systems must take a long and hard look at these protocol/preferences that force calls to be transferred back to the practice; this scenario is the ultimate digital obstacle.

Operations Service Delivery

The SBR Balancing Act

SBR comes in many forms, is exceedingly powerful, and may be the least understood and most error-prone piece of technology you can find in a contact center.

Operations Service Delivery

Differentiator Series, Part 3: Optimizing the Exceptions

If you want to differentiate based on service, you have to adopt the approach that everyone counts, and your people, processes and technology have to be built to support that approach.

Operations Service Delivery Operations management

The Value of Healthcare Contact Centers: What Executives Need to Know

While service level has long been seen as a measurement tool, its primary strategic mission is to serve as a strong and stalwart planning tool. It is the foundation without which realistic...

Operations Service Delivery Operations management

Elevate Customer Satisfaction Through Improved FCR

Every 1% gain in FCR directly translates into a 1% gain in customer satisfaction.

Operations Service Delivery Operations management

When Dysfunction Strikes

In many organizations, dysfunction is sitting below the surface like a dormant virus. Yes, it is quiet most of the time. But if a certain grouping of circumstances comes together, it awakens in a...

Operations Service Delivery Strategic management

Advocatus Diaboli and the Metric Mirage

The metric mirage is just that—a thin veil disguising a difficult truth—temporarily. Advocatus diaboli urges you to use only the metrics that support the conditions you know to be true.

Operations Service Delivery Operations management

Conversing or Transacting?

Visually, a transactional call looks like a straight line, while a conversational call has a number of curves and off-shoots.

Operations Service Delivery Operations management

Welcome to Our Contact Center!

Your center only has a few precious seconds to make a positive first impression.

Operations Service Delivery Strategic management

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