blog tag Contact Center Related Topics 
Hodusoft
JULY 26, 2023
Ameyo Alternative: A Comparison of the Best Contact Center Software If you type “ best contact center software for small businesses ” or “most affordable contact center software” or “top 10 contact center software” and type enter, you will get about a dozen of websites on the first page of the search engine results page.
Customer Service Life
DECEMBER 20, 2023
Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. Here’s the thing about contact center agents and the word “No” I firmly believe that contact center agents don’t actually like to tell customers they can’t do something.
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Customer Service Life
NOVEMBER 5, 2018
This article was originally published on the FCR blog on October 8, 2018. Instructional design- There’s an entire science around instructional design — and while it would be nice for every contact center to have someone with a masters degree in the topic (like FCR), that may not be practical.
Customer Service Life
MAY 21, 2018
This article was originally published on the ICMI Blog on March 29, 2018. But how many would list quality assurance, a standard contact center metric, as a customer experience metric? In the modern contact center, these ARE customer experience metrics. Click here to read the original. Average Handle Time (AHT).
Customer Service Life
FEBRUARY 4, 2019
The text of this article originally appeared on the ICMI blog on December 5, 2018. There are five such areas where I see significant gains for your contact center by upgrading in 2019 if you haven’t already. Slack has revolutionized contact center communication. Hint: Focus on Agent Performance.
Execs In The Know
MAY 2, 2022
In fact, 99% of contact centers don’t think their data intelligence strategy currently meets business needs. Gartner research puts the price tag at $14,113 per agent. Gartner research found that only one-third of contact center agents are engaged, and those who are not are 84% more likely to search for another job.
Customer Service Life
AUGUST 20, 2019
This article was originally published on the FCR blog in partnership with my colleague, Travis Wild on June 18, 2019. Users can set up a variety of triggers and automations to customize the flow of tickets in and out of your contact center. Practice #4: Use custom fields instead of tags. Practice #3: Simplify agent views.
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