Tags: Call Center Manager

Posted: 11/19/2013 - 00:00 | Inova Solutions

In the November 2013 issue of Contact Center Pipeline, includes an article by Susan Hash titled “Using VOC to Drive Agent Performance.”  The article provides a great connection between the trust I discussed in my previous two posts and the reality of today’s contact center.

Posted: 10/28/2013 - 00:00 | Inova Solutions

When I recently came across a book titled I Love You More than My Dog, by Jeanne Bliss, I was intrigued.  When I saw that the book was about customer service, I knew I had to read it.  I haven’t finished reading yet, and haven’t had time to reflect on the big picture, but one passage has already made me stop and consider how companies today think about customer relationships. 

Posted: 10/16/2013 - 00:00 | Inova Solutions

Almost every contact center leader analyzes the rich data coming from their Avaya Aura system in order to improve the effectiveness of their agents, better determine trends, accurately schedule their workforce, lower costs and drive additional revenues. A good deal of the information used is based on historical data from previous intervals (ex.