Call Me Back Please

October 23, 2019

If there is one feature that is often missing or overlooked in a contact center, it is the call-back request feature. According to Forrester, 75 percent of customers think the option of a call-back is “highly appealing.” In today’s busy society, it makes sense. But call-back doesn’t just improve customer satisfaction; 32 percent of contact […]

EDUcast: Delivering a Successful Contact Center

January 15, 2019

EDUcast: Delivering a Successful Contact Center Contact center success is part technology and part managing your non-technology resources such as agents and work flow. You can deliver a better contact center for you customers and agents that will improve revenue, profit, and customer loyalty by following the recommendations in this EDUcast. Mok Bouaazzi, Executive Director […]

Ease your Contact Center Deployment

January 9, 2019

A successful contact center project is more than features, functions, and vendor selection. A new or upgraded contact center will be integral to the success of any organization. The business, contract, and financial decisions can make or destroy the success. Look beyond features and functions to make the best decision for contact center success. Cost […]

Components of a Successful Contact Center

November 21, 2018

BBX CCenter Success By Gary Audin “Components of a Successful Contact Center” There is no single factor that will deliver a successful contact center. Success is made up of technologies, processes, procedures, agent productivity and customer feedback. To deliver a successful contact center, multiple factors need to co-exist and integrate both technology and people. The […]

Get the Most out of WFO/M

October 8, 2018

By Gary Audin “Get the Most out of WFO/M” The world is not static nor is your call center. Customer behavior changes. As customers age, they change their buying patterns. Customers expect better, faster service because other call centers are doing it. You need to ensure that your call centers workflow responds to these changes. […]