Blog

27
Nov
2018

Top Ten Reasons to Record Agent Screen Activity

Top Ten Reasons to Record Agent Screen Activity

Author: Kevin B. Levi, November 19, 2018 Call recording systems have been around for decades and their utility is proven. The same goes for agent screen recording systems, although you may not know it. Many organizations which have deployed call recording have yet to deploy screen recording, and in not doing [...]

24
Apr
2014

You Don’t Build a Church for Easter Sunday: A Good Lesson for Contact Center Capacity Planning

You Don’t Build a Church for Easter Sunday: A Good Lesson for Contact Center Capacity Planning

At the time of the Easter holiday, I happen to be working on forecasting and workforce planning and site planning for a new contact center operation and am reminded of a favorite quote from a former client. We were going through an exercise similar to my current project at the [...]

25
Jun
2011

Saving the Sale

Saving the Sale

Call me a sucker, but I saw an internet advertisement for a free sample of a dietary supplement that I wanted to try and I went for it…knowing that I had to give my credit card number and if I didn’t call them to cancel, they were going to start [...]

11
Jun
2011

Effective Call Routing Equals Faster Service for Customers and Lower Costs for Companies.

Effective Call Routing Equals Faster Service for Customers and Lower Costs for Companies.

It was that time of year…I received the annual “escrow analysis statement” from my mortgage company. For customers in many states who choose to have their real-estate taxes impounded and paid by their mortgage company, this is the statement that shows their forecast of disbursements from these impound accounts, for [...]

29
May
2011

Welcome

Welcome

Welcome to my customer experience blog. Here I write about the kind of experiences we all have as customers every day. Some of them are good, some are bad. Regardless of that, there’s always a lesson to be learned…either from what an organization did that resulted in a good experience, [...]