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Contributed Articles

How to Increase Retention in a Contact Center

Attrition is the headache of almost all contact centers. It creates excessive recruiting and training costs, and prevents the operation from ever fully surpassing a learning curve to reach maturity and consistent results. While the average annual attrition for a contact center in the United State is 30%, it is common for annual attrition to surpass the 100% in Latin American centers ó a huge drain on revenue considering that the average cost to recruit a new rep is about $4,000 plus training. But there are ways to increase retention and decrease those needless costs
[Full Article]   Feb-02-2016

 

Top 5 Benefits of Call Center Speech Analytics

By implementing call center speech analytics into a call centerís business strategy, managers of call centers are able to identify specific customer behaviors associated with positive outcomes, determine and resolve core issues by analyzing problematic customer-agent interactions and develop best practices standards intended to streamline overall operations of their call center.
[Full Article]   Jan-27-2016

 

CIOs Must Drive Technology Change For Business: IDC Study

How do CIOs view their role within their organizations? Are they the chief innovation officers that they should be? A new study by IDC looks at how these executives see themselves and how others within their organizations view them.
[Full Article]   Jan-20-2016

 

Top 10 Mistakes to Avoid in Writing a Contact Center RFP

We know what itís like to be pulling your hair out over writing a call center RFP. When youíre under pressure and your time is stretched thin, it can seem like an insurmountable task. And yet, itís vital to the health of your company to choose a contact center partner that is the right fit. Unlike other vendor relationships, this one represents the face of your brand and becomes an extension of your team, so a strong RFP is key to successfully outsourcing your call center.
That said, when faced with a looming deadline, itís easy to make decisions in writing the contact center RFP that simply donít serve you in the best capacity. The following are some of the biggest mistakes weíve seen.
[Full Article]   Jan-11-2016

 

2016: The Year of the Disappearing Human in the Contact Center?

Now just about every organization knows that contact center agents are the first point of contact for their customers. As the New Year dawns, we are thinking about the next big thing that will change the industry. In 2016, we will see more emphasis on providing agents with the right technology, at the right time, to give the best customer experiences possible.
[Full Article]   Jan-11-2016

 

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