Contact Center Math: Managing By the Numbers
There are many truths told in the vast array of statistics available today in the contact center
Contact Center Resources
Report: Merchants Need to Address Live Chat
Merchants need to “move off the needle” to support live chat because it has reached a “tipping point” of adoption, according to Bold Chat’s 2012 Live Chat Effectiveness Research Report.
Benchmarking Contact Center Best Practices for Cross-Selling & Up-Selling
Taking advantage of cross-selling and up-selling can maximize company profits and significantly enhance the overall customer experience by adding value to customers during inbound interactions and limiting the number of outbound calls potential and existing customer receive. Here’s four steps for effectively incorporating cross-selling and up-selling into your contact center
Best Practices for Up-selling and Cross-selling in the Contact Center
Cross-selling and up-selling initiatives have existed in the contact center industry for a very long time and implemented with varying levels of success. Perhaps it is time to consider the “best practices” most often neglected in these initiatives
4 Tips on Information Sharing in Your Contact Center
Finding effective ways to communicate important updates quickly can greatly enhance your contact center environment. Here are four tips that will make information sharing easier.
5 Tips to Help You Find Time in Your Contact Center
How do you find more time in your contact center? Here are 5 tips to help you develop a leadership time planner that allows you to stay in control.
The Top 20 Contact Center Metrics for 2012
The three main stakeholder groups are pretty obvious. The most important group is, of course, is your customer base. The second group is the senior management team. And the third group is your contact center workforce. We