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24 May Have You Questioned Your Premise or Cloud Provider’s Support Services?

By: Chad Wright

I work with a lot of companies to assess their current contact center operations and offer guidance on improving service through technology and process adoption. My methodology centers on the premise of reducing customer effort. One of the most overlooked areas with deployed technology solutions is the support services provided by either the reseller or manufacturer. The gaps in post-production support contributes to projects not achieving the stated objectives and do not create an environment that makes it effortless to service your customers. What can we do different?

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15 Apr Call Center Reporting: Why It Matters and How to Get It Right

By: Suresh Gursahaney

Now that we are firmly a part of the Information Age, we are drowning in well-meaning, number-driven movements like big data, analytics and business intelligence. As a result of this unrelenting surge of data from the floodgates, however, I find that many of my customers don’t know what to do with all of the information now available to them.

That's why having a strategic and well-defined reporting mechanism in place is critical. Reports are a great way to distill large quantities of data into organized, actionable insights that can show you how well your systems and processes are performing. 

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