To successfully choose and implement an IP system, the best place to start is with a roadmap - current offerings, justification factors, upcoming solutions, and suggested planning guidelines. Without one, your new system might never move forward. Read more.
How a contact center deploys and manages eServices - non-voice interaction channels such as email, chat, SMS and social media - is the key to offering electronic services that attract modern tech-savvy customers. Learn about eServices best practices from Sheila McGee-Smith, founder of McGee-Smith Analytics, and Tim Passios, Director of Solutions Marketing at Interactive Intelligence, and how three diverse companies successfully utilize eServices to their advantage.
Contact centers face a tall order: Deliver stellar service and real-time response to customers, and still get more out of the workforce without risking burnout and turnover. Lori Bocklund is president of Strategic Contact, and Rachel Wentink is the senior director of Product Management for Interactive Intelligence, and when they discuss how to optimize agent performance and offer outstanding service, it's worth reading.
To create a successful workforce management deployment, the first step is to evaluate your WFM product and determine how you'll use it along with the processes and best practices that support it. Next, consider how your ACD is configured, what type of forecasting and scheduling practices you'll use and goals for various metrics including schedule adherence. For more insights, read how to get the most out of workforce management.
Read what makes the Interaction Center Platform a true-all-in-one solution for the contact center, the enterprise and the cloud, from Interactive Intelligence president and CEO Don Brown, and Tim Passios, senior director, Solutions Marketing.
For contact centers, it's getting easier to consolidate and centralize communications architectures and realize the benefits. Obviously, there are fewer applications and physical boxes to be administered and maintained.
Read how in this first installment of a three-part series from two industry experts: Michele Rowan, president, At Home Customer Contacts, and Tim Passios, senior director of Solutions Marketing at Interactive Intelligence.
Read what companies are doing to make PCC initiatives an integral part of their unified communications and customer retention strategies, from Mathew Erickson, senior product manager for outbound solutions at Interactive Intelligence,
Nearly two-thirds of customers who try to solve issues online or through an interactive voice response (IVR) system inevitably choose to speak with an agent. Can smartphone applications change this interaction landscape for the better?
Read how your business can gain that advantage by delivering the type of mobile experience users have come to expect, from Michael Finneran of dBrn Associates and Brad Herrington of Interactive Intelligence.