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Contingent Demand: What It Is, And Why It Matters

In my last post, I went out of my way to thrash the conventional approachto Workforce Management (WFM). I meant it entirely – the conventional approach to WFM is indeeddoomed to failure. But that doesn’t mean that contact center managersmust be doomed to failure (for one thing, many people have “succeeded” ascontact center managers even

Improve Customer Service!

One in a series of "20 Reasons to Host Your Contact Centre in the Cloud" Arguably the most important goal of a contact center is to provide excellent customer service. Even the most customer-cynical managers generally accept this, since it goes without saying that meeting budgets or driving sales (two other common high-level goals) cannot

Gartner Discusses Key Issues Facing SaaS Industry

In a recent report discussed here, leading technology research firm Gartner Group discussed recent trends in the adoption of software-as-a-service (SaaS) solutions by enterprise IT organizations. Not surprisingly, the report shows a steady increase in adoption of SaaS, as users become more familiar with the technology and as more positive examples are prominently available. Certainly

Reduce Abandonment Rates

One in a series of "20 Reasons to Host Your Contact Centre in the Cloud" It is a truism in the contact center world that making your customers wait until they abandon their attempts to speak with your agents is a bad idea. Eliminating abandoned calls has been the motivation behind many well-established technology innovations,

Trust But Verify—Sometimes It Is All About Timing…

A long time ago, when I was consulting with contact center clients around the world, I ran into a situation where the concept of trust was central to a very simple—yet dramatic—customer service improvement that was not at all about technology. The story was one of a high tech company whose products were very expensive

Regression to the Mean

Two of my least favorite memes are "best practices" and "benchmarking". Hardly a day goes by where I don't hear these terms, and never have I seen anyone question their validity and their, well, just plain usefulness. Calling them out as ill-founded notions would be like saying that it's bad to learn from our mistakes.

Cloudsourcing - Another Reason to Consider Cloud-Based Contact Center Solutions

Generally, businesses consider and vendors push a typical set of reasons to use cloud-based contact center solutions. Well-established benefits of cloud-based contact centers include: Evergreen technology (the cloud vendor takes care of upgrading the various platform components, allowing clients to avoid the costs of deploying and testing new versions) Prebuilt integrations (cloud vendors can amortize

Design vs Discovery: Follow the Data Wherever It Leads You…

It is somewhat surprising, but contact centers are by their nature among the more complex business processes any enterprise is likely to have to manage. So much is going on in the modern contact center, especially those that service many types of customer needs, that it is very difficult to get a grasp on what

Why I Joined NewVoiceMedia

Earlier today NewVoiceMedia announced my appointment as Chief Science Officer, so I thought this would be an ideal opportunity to comment on the background of the appointment, and particularly on why I joined NewVoiceMedia. I am extremely excited about this new role, as it allows me to bring together several of my passions (contact center

Does KPI Mean "Kill Performance Intentionally"?

“Pay for performance” remains the dominant paradigm in business, and the main changes seem to have been shifting styles concerning which metrics were most important. Ten years ago “service level” was dominant, then came newer metrics such as “net promoter score”, “first call resolution”, and various variations of “customer sat index”. But this can be a dangerous game!