Authored by Patrick
Botz, Vice President of Solutions Marketing, VPI
Call center performance
management software is now recognized as a valuable solution to a
long-standing problem. Much of the information within most contact
centers is still collected and stored in disparate systems. Each
system typically has its own reports, making it very difficult to
make cohesive and accurate decisions based on data that can’t be
properly compared and analyzed. With the advent of call center
performance...
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A recent contact center study by Ventana Research shows that 44%
respondents expect their customer interaction volume to increase in
the next 12 months, compared to only 14% that expect to see an
overall decrease. More interesting though are the reasons behind
the expected growth, one of which is the expansion of contact
channels. Contact center executives expect a massive growth in
instant messaging (137%) and text messaging (128%), along with a
modest growth of 11% expected for the use of...
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What Customers Want
We often lose sight that we’re all consumers – everyone that
works in customer service is a customer and with that comes a
tremendous amount of experience and
expertise. Many companies to whom I consult spend
countless hours trying to figure out what their customers want
without tapping into their own experience as a
customer. We often approach our own product or
service through the company's self created call center metrics and
have a hard time looking beyond the...
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