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Contributed Articles

Customer Experience: Is It The Chicken or Egg?

Customers expect vendors to invest financially, intellectually and emotionally in understanding and consistently meeting their evolving expectations. The good news is that B2B vendors are starting to transform their entire organizations – people, process, technology – to align outward to customer experiences.
[Full Article]   Feb-03-2013

 

2013 Contact Center/Back-Office Application Shopping

It's been a tough few years for businesses. Technology investments have been constrained since the financial crisis first hit in 2009, creating great pent-up demand. This demand has been fueled by a new generation of highly innovative, actionable and surprisingly practical solutions delivered by contact center and back-office vendors. Here is DMG’s list of 9 new or greatly improved applications/solutions that enterprises should consider investing in, due to their highly compelling value proposition. Each of these solutions can help contact centers or back office enhance the overall customer experience while improving staff productivity, which are two top enterprise goals for 2013.
[Full Article]   Feb-03-2013

 

Variety is the Spice of (an Agent's) Life

Call after call after call after call. See how the monotony of just that phrase wore you out? What about your agents, day in, day out? Is it a surprise to anyone when they jump at the chance to do anything a little different? Or worse, burn out and look elsewhere for employment. As we look at agent engagement and the positive impact it has on the customer experience, variety can be a big game changer in your center. This article presents a quick list to get you thinking about activities that your agents can do to break up their day and improve your operations.
[Full Article]   Jan-27-2013

 

The Cost of IT Convenience

Consumer-oriented collaboration and file-sharing tools that have gained popularity as the workforce becomes increasingly mobile are customarily cheap, even free, for employees to use. But they could be costing businesses plenty, a recent study suggests. Cloud-computing and mobile devices (smartphones, tablets, and so on) enable employees to take advantage of consumer-grade, file-sharing programs such as Google Docs, DropBox, and YouSendIt to save, edit, and share work-related data and documents without ever having to speak to one another. To be sure, the tools boost efficiency. But they can open the enterprise’s doors to hackers and significantly increase the risk of data leaks.
[Full Article]   Jan-27-2013

 

Seven Habits of Highly Effective Contact Center Managers

Back in 1989, Steven Covey first published his famous book, The Seven Habits of Highly Effective People. For many people, this book has been a source of inspiration for self-improvement and people management. Contact center managers are people who work in dynamic environments where many types of different talents are required to be successful. Typically, contact centers produce vast amounts of data, so analytical skills are a key requirement. That said, this role is also very much a ‘people game’ so empathetic skills are certainly as important. So, what would Steven Covey say if we could ask him, “What are the seven habits of highly effective contact center managers?”
[Full Article]   Jan-27-2013

 

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