How to Respond to Visionary Ideas
Executives regularly ask contact center and IT leaders to explore (or pursue) technologies that could benefit their organizations. Here are the ideas that we hear on countless projects. Bots Everybody...
View ArticleTechnology Needs Committed Users
Our assessment and planning projects often carry the recommendation to build out the team of support resources – e.g., business analysts to address forecasting and scheduling, perform analysis to...
View ArticleWhy Technology Planning Gets Sidetracked
As noted in my article How to Respond to Visionary Ideas, today’s “hot technologies” target business challenges that grab senior leadership attention – e.g., staffing demands, performance improvement,...
View ArticleWork From Home: Today and Tomorrow
Work From Home (WFH) programs have moved from the sidelines to center stage in most contact centers, courtesy of COVID-19. Thousands of agents worldwide scrambled to set up home offices all the while...
View Article2022 Challenges and Priorities
We’ve just published results from our Seventh Annual Contact Center Challenges and Priorities Survey. As with prior years, it was a short survey that asked two simple questions of contact center...
View ArticleYou Need an Analyst – Now More than Ever
Strategic Contact conducts many assessment and roadmap projects each year. Support functions represent one element that we evaluate according to the following model: We assess whether the center...
View ArticleBots are Getting Traction: Make Sure Customers Love Yours!
Artificial Intelligence (AI) and Bots are no longer just market hype. They are real, and clients are planning for, and implementing, them. They hold the promise of “deflecting” volume through...
View ArticleState of the Credit Union Contact Centers
In recent years, we have had the pleasure of being immersed in the credit union industry. We’ve fielded comprehensive benchmarking surveys that cover contact center operations, metrics, technology, and...
View ArticleLeaders and Staff Share Insights on CU Contact Center Operations
My last post took an analytical perspective on the state of credit union contact centers based on our proprietary Efficiency and Effectiveness Evolution (E3) Spectrums® tool. We also keep our fingers...
View ArticleIs AI on Your Radar in 2024?
I’ve been asked by Contact Center Pipeline to lend my voice to an article on contact center trends for 2024. I wouldn’t dare write about it without talking about Artificial Intelligence (AI). But...
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