Contact Center Technology

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The Contact Center of the Future Promises Freedom from “Hold”

by John Doane in Contact Center Technology, Customer Experience, Customer Service Outsourcing, John Doane

It is an exciting time in the customer contact industry. When you think about where contact center technology started, it can be traced back to the invention of the telephone. For decades, the voice channel was the only channel available for customers to receive speedy resolutions and attention to their needs. Boy, has that changed. […]


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Agent Insight #2: Agent Training and Knowledge Transfer

by Patty Isnor in Agent Insights, Contact Center Technology, Patty Isnor

Every outsourcing partnership must effectively manage the “hand-off.” At the beginning of the relationship, and as the partnership grows and evolves, the call center outsourcer must implement methods and processes that allows them to function as an extension of your operating team. That means adopting your agent training curriculum, implementing new processes, managing change control, […]


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