operations
Special Report: Automating Contact Center Operations
February 28 by Brooke LynchThe customer experience has taken precedence over everything else in 2022; brands are working overtime to deliver faster, better, more exceptional experiences. At a time when customers are willing to...
CCIQ Presents: 2015 Executive Report on Contact Center Performance & Operations
July 30 by Customer Contact WeekThe contact center is no longer perceived strictly as a "cost center."That does not mean its performance is under any less scrutiny.Results remain the name of the game in the contact center, and that...
2014 Executive Report on Call Center Performance, Operations and Technology
June 05 by Customer Contact WeekAlways designed to serve customers, the call center is now committed to satisfying them. In order to honor that commitment, organizations must calibrate their call center operations with the notion of...
Managing Your Contact Center Like a Basketball Team Makes Efficiency a Slam Dunk
March 05 by Customer Contact WeekToday, contact centers are in a whole new ball game. It's no easy task to balance competing demands of customers for speed and accuracy across expanded channels and ensure agents are productive -- a...
One Customer Service Measure That Can Improve Your Contact Center NOW
October 19 by Tripp BabbittAfter years of Six Sigma and Lean, I was stumped. All the effort to improve contact centers never seemed to materialize. I had already spent thousands learning to kaizen and analyze data. What co...
How to Avoid Major Failure
August 01 by William Cohen, Ph.D.You can’t avoid failure completely because sometimes you’re going to make mistakes, or if not you, someone will make them for you. These kind of failures can be very valuable in that you...
Complaints About US Contact Centers Increase by 40%
February 14 by Gina ScanlonContact Babel recently conducted a case study in the UK about the rise in complaints in call centers, and which areas in particular this rise was coming from. The study revealed, among other shockin...
Operationalizing Social Media and the End of Analysis Paralysis
May 03 by Art Hall"Social Media is like teen sex. Everyone wants to do it. No one knows how. When it’s finally done there is surprise it’s not better" -Avinash Kaushik, Analytics Evangelist, Google So...
Don't Let KPIs Be the Death of Your Call Center
March 11 by Richard NatoliThere are few business units that enjoy the robust reporting tools that call centers possess. Where else in the company can you get a true real time view of the overall performance of a department,...
The UPC Story: An Interview with Customer Experience Exchange Speaker Andre Vermaat at UPC
January 15 by Customer Management IQAndre Vermaat is the Customer Care Operations Director at UPC, a provider of bundled cable television, Internet and telephone services to countries such as the Netherlands, Ireland, Poland, Switzerl...
Enhancing Complaint Handling Operations to Measurably Reduce Cost, Dissatisfaction and Employee Frustration
December 02 by CCW Digital EditorWhy does the call center spend most of its time responding to individual customers rather than asking "why are we getting all of these calls?"In reality most customer dissatisfaction is due to broken...
The Business Case for IVRs and Automated Speech Recognition
October 06 by Art HallOver the last five years, leveraging self-service to drive down costs and improve customer satisfaction has garnered a lot of attention from chief executives looking to optimize call center organizati...