Decrease Costs

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Use data to decrease operating costs. Improve processes, procedures, and partner performance and increase profit margins.

For People on the Verge of Tripping on the self-service Line

Is it possible for self-service to trip up your customer experience? So how can you prevent your customers from falling down? In his interview at the Contact Center Demo & Conference (CCDemo) with our Jim Rembach, Chris du Toit of Jacada made me think about the best of both worlds. As I thought about knowing when [...]

What NOT TO DO with your contact center budget

Building, managing, preparing, and freaking out about your contact center budget can be an all year round activity (or panic parade). Looking all over the place, turning over rocks, thinking about price, costs and cutting things is a mental marathon that will suck out your creativity and constructive idea generation. And leave you with a [...]

How to thrive in contact center performance

In the webinar Thriving in Contact Center Performance: Your Quality Recipe for Awesomeness you will go through Dee’s Journey from not so awesome contact center performance to awesome contact center performance. Don't be fooled, her journey was not fast or easily laid out. It was difficult and took time. For her, too long. What you will [...]

Inside Customer Effort Score: Analytics Expert Case Study

This on-demand webinar Inside Customer Effort Score: Analytics Expert Case Study reveals the analytics of the Customer Effort Score in a contact center. This case study provides wisdom about driving change that you don't want to miss. Surveys, speech analytics, and more are discussed as you are taken through the process of developing new strategies [...]

What is analytics outsourcing?

In the past 15 years the success in outsourcing business process operations has encouraged many firms to start outsourcing their high-end knowledge processing work such as data analytics to skilled and experienced service firms. Since data analytics helps solve complex business problems by analyzing data and generating useful business insights. Analytics outsourcing has helped several organizations leverage the power [...]

By | 2016-12-05T15:14:34+00:00 June 16th, 2015|Analytics, Business Intelligence, Decrease Costs|0 Comments

3 Things Enable Agents to Increase FCR

Everyone knows that repeat callers are expensive, even really expensive. That’s why most companies track First Call Resolution (FCR) as a metric on their agents’ scorecards. Hold them responsible for FCR and the percentage will improve, right? Maybe not. Your plan may be undermined by your company and its internally created road blocks that make [...]

Why FCR is more powerful than a genie in a bottle

A contact center manager was walking along a beach and found an old lamp. She picked it up and rubbed it and out popped a genie. The genie said, "Okay, you released me from the lamp, blah blah blah. This is the fourth time this month and I'm getting sick of these wishes so instead [...]