Currently viewing the category:
"Call Center"
Some of you know my disdain for the use of massive Excel files and what I call the “shotgun blast” approach to reporting. However, since they are a necessary evil in most environments today, I thought I’d point out how you can leverage Cisco Unified Intelligence Suite (CUIS) to automate them. One of the major [...]
Continue Reading →Speech Recognition is about identifying what people are speaking. Speech Analytics is about figuring out what people are saying. Technorati Tags: Speech Recognition,Speech Analytics,Chris Crosby. Call Center
Continue Reading →I noticed yesterday on weather.com that the temperature here in Boston was a lovely 92 degrees F, but the Heat Index reflected that it felt like 98 degrees F. This sent me on a tangent that I think is analogous for the call center. Can a customer interaction look like one thing to you, but [...]
Continue Reading →I’m out at a customer site this week and overheard the following conversation from the Workforce Management Team: The difference in customer experience between 93% Service Level and 100% Service Level is negligible. But the difference in staffing cost to us is huge. Now, I’ll spare you my full rant about Service Level [...]
Continue Reading →Last fall I participated again in the ICCM Canada Keynote Panel: 60 Ideas in 60 Minutes moderated by Paul Stockford from Saddletree Research. Dave Butler over at NACC recorded the session and has been distributing the ideas presented in his monthly newsletter. I keep promising him that I’ll expand one of mine into an article [...]
Continue Reading →I recently realized that February 13th, 2007 was the 17th anniversary of my first day on the job as an outbound telemarketer. That means I’ve officially been in contact centers for more than half my life. Scary, I know. What’s even scarier is that some people reading this blog probably remember that shy, scrawny kid [...]
Continue Reading →Additional Sources
