Why the Retail Industry Should Consider Outsourcing Customer Support

A hot topic in the contact center industry has been whether the retail industry should outsource its customer support. Marked by customers with high standards, margin pressures, and seasonal spikes in demand, it is one of the biggest and most competitive markets. In such a tough climate, the differentiating factor between success and failure often […]

FCC Adopts Tighter Accuracy For Emergency Calls

Following a meeting held on January 29, The Federal Communication Commission (FCC) adopted a new set of regulations aimed at improving the location accuracy of 911 calls, especially for such calls originating indoors and above ground. The adoption of new regulatory measures comes after a year of intense lobbying from many groups from across […]

Constructing an Effective Incentive Program

It’s been repeatedly said, the employees who act as agents within a contact center are one of the most important factors in its functioning and success. It’s also been said that it’s becoming increasingly difficult to prevent turnover and sustain their satisfaction, motivation, and engagement. The Bureau of Labor Statistics recently released a finding that […]

Myths about Speech Analytics

There is much that gets said and circulated about Speech Analytics, and not all of it is accurate. Even those who are very familiar with the technology can harbor misconceptions about the logistics and requirements. Without the help of a professional service, it can often be a disorienting, or uphill, process. Though we can’t quite […]

Best Practices when Hiring for a VOC Team

VOC, or Voice of the Customer, is an invaluable form of feedback for a contact center, and a major determining factor in the VOC is the customer’s first encounter with your customer service professionals (CSPs). These customer service professionals are ambassadors of your company’s brand, and despite innovations in automation, they still play an important […]

Notable Trends in Customer Contact Analytics

Last July, ContactBabel issued their “Inner Circle Guide to Customer Contact Analytics.” It included comparisons between the front runners of contact center analytics technology, official statements of execution and the results of trial and error, as well as a manual for how to build ROI (return on investment) models. Let’s hone in on a few […]

Nation’s 911 System Vulnerable

It’s a growing problem. The nation’s emergency communication system is highly vulnerable to attacks. 911 communications can be disrupted or spoofed with ease. Without financial reward, the volume of attacks against emergency communication is surprising. Motivations vary -- some do it for mischief, but it’s also used to disrupt businesses, and could conceivably be used […]

FCC Will Discuss New 911 Location Rules

National Public Safety Groups And Wireless Carriers Forge Roadmap Agreement At the end of last year, the nation’s wireless carriers and public safety industry groups reached consensus concerning improvements in locating cellular 911 callers. The plan, which was the fruit of over 8 months of debate and discussion, exceeded earlier proposals made by the Federal Communications […]

Location Accuracy Still A Problem For Wireless Callers

In critical situations, a few minutes can easily spell the difference between life and death. Any lag or gap in communications between callers and emergency response professionals imperils the slender thread that sustains swift response. Locating Indoor vs. Outdoor Emergency Calls From Wireless Devices Emergency telephony faces a major hurdle when the public makes 9-1-1 […]

Characteristics of a Successful Call Center Manager

Managing a call center full of employees goes beyond simply overseeing employees. Your employees must trust and respect you to be the authority on any difficulties they may be having with work, but you also must constantly be working to encourage employees to better themselves and also be aware of any improvements you can make […]