Monday, 05 February 2018 09:26

WHAT WOULD MISS MANNERS SAY?

“Surprisingly, how to address a customer during an interaction is not part of agent training in the majority of contact centers.”

Monday, 08 January 2018 10:06

CONTACT CENTER 2018: A FIRESIDE CHAT

“The contact center has become a focal point of business intelligence.”

Monday, 04 December 2017 11:42

2018: THE TIMES THEY ARE A-CHANGIN’

“Back in the dark days, contact center employees were considered to be disposable assets, easily replaced by a revolving door in the human resources department.”

“These are men and women who’ve sacrificed so much for our country, they deserve the dignity of work and financial stability for themselves and their families.”

“True cloud contact centers are built as cloud native platforms, not premises equipment that’s been moved to the cloud and offered at a monthly charge.”

“The most significant awards are those that not everyone wins. That means the company that won the award has truly differentiated itself and has earned external validation for its product or service.”

“While HAL was able to converse naturally with people on any imaginable topic, the conversational user experience with AI still isn’t there and probably won’t be anytime soon.”

In November of 2016, voters in Arizona approved Proposition 206 to boost the state’s minimum wage and require employers to provide paid sick time.  Called the Healthy Working Family Initiative, the proposition calls for the minimum wage to gradually grow from the minimum wage in 2016 to $12 per hour by 2020.  In addition, employers with fewer than 15 employees must provide each employee 24 hours of paid sick time each year.  Employers with 15 or more employees must provide each employee 40 hours of paid sick time each year.

“At some point in the not too-distant future, you’ll probably find yourself with contact center employees who function somewhere on the autism spectrum.”

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