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 […]

5 Things Your Contact Center Employees Won’t Tell You

You know how critical your contact center staff is to your success. As the front line of your business, they touch your customers’ lives and leave an indelible impression on your bottom line. What motivates them? What makes them try harder and work smarter? Here are five concerns your staff faces and strategies you can […]

What Agents Are Looking for in a Schedule

For managers, a lot of thought goes into mastering the art of scheduling. Determining and assigning shifts can be a difficult and time-consuming process, but it is an activity that needs to be done in every contact center. Instead of guessing what the agents want when creating the schedule, the following tips may be helpful […]

New Year's Resolutions for Contact Center Supervisors

December is coming to an end. And with 2015 just around the corner, it is only natural to think of the changes you hope to implement within the workplace. As you transition to the New Year, consider adding these noteworthy goals to your New Year’s resolution list. 1) Be a teacher and a student. As […]