This is the first of a two part series exploring why throwing more manpower at problem resolution no longer works for managed service providers.
If you're contacting a business for any reason at all, the success criteria for that moment of truth can be extensive:
In a recent blog, I discussed how call center stress testing ahead of peak season was an essential for any businesses relying on sales from their busy periods to tide them over throughout the year. But what is the impact of failing to carry out sufficient contact center stress testing?
The start of a new calendar year is a great time to rethink tactical plans and update knowledge on growing industry trends; wiping off the cobwebs from 2016 and starting afresh. The unified communications (UC) market will make strides in 2017 as a myriad of advanced technologies will shift how businesses and consumers converse. Here are my seven 2017 predicted trends in UC that will come on your radar - I'd love to hear what yours are in the...
For retail, travel and many other industries December is the busiest and most important time of year. Having systems stay up and running over the peak capacity period is crucial.
Halloween is an interesting tradition. There is some conjecture over the origins of whether it is a Celtic festival, with pagan roots, or a Christian event on the eve of All Hallow's Day. Either way, it has grown in popularity over the years and now provides families the opportunity to go 'trick-or-treat' dressed up as all sorts of characters. This year, however, it got me thinking, what are some of the unified communications horror stories I've...
Airlines long ago recognized instrumentation is vital to the safe and efficient operation of their aircraft. And yet corporations to this day manage their unified communications systems - many of which are just as complex as an airplane--with no instrumentation at all, flying blind from one white-knuckle incident to the next.
Being able to deliver a delightful customer experience can be the difference between the success or failure of a business - and that makes a 360-degree view of contact center performance management an imperative, as discussed in my previous post, Delivering Omnichannel Experience in Multichannel World. Exploring this idea further, it's also important organizations get the customer perspective on how the contact center is performing.
In this day and age, direct human-to-human interaction between an organization and its customers is a rarity, which makes it important to deliver an outstanding experience when it does occur. As the critical customer service hub, the contact center must provide the best experience possible, or risk losing customers.
Optimizing performance of Microsoft's UC platform requires a holistic view of and the ability to manage the entire Skype for Business ecosystem proactively.
Skype for Business continues to change the unified communications landscape. In the majority of instances Skype for Business needs to work effectively with legacy equipment. In his first session on the IR-Podcast, CEO Darc Rasmussen discusses tips on how to effectively manage Skype for Business in a multi-vendor environment.
Making sure your call center monitoring solution is working properly is an ongoing challenge. Whether it's legal, healthcare, or financial services, large organizations need recordings to satisfy compliance requirements and to resolve legal disputes with customers.
We can connect and collaborate like never before, but it takes careful planning and management of the entire ecosystem to reduce time lost in unproductive meetings.
Watermelons are beautifully green on the outside. But if you had never seen one before, you might be deceived into thinking the whole fruit is the same color. It wouldn't be until you cut it open that you'd come to find the inside is a deep, juicy red.