Tags: Contact Center Performance Management

Posted: 01/16/2014 - 00:00 | Inova Solutions

It’s January, so it’s time to start fresh and think ahead to what the new year might bring.  What can we expect to see, hear, and learn more about in the contact center field over the next 12 months?

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: 09/25/2013 - 00:00 | Inova Solutions

The September 2013 issue of CRM Magazine, includes “Which Interaction Channels are Most Popular,” by Leonard Klie. Klie writes that multichannel options remain common for customer service, many companies share ownership for the integration among consumer affairs and marketing, often with customer care coming in third.

Posted: 09/12/2013 - 00:00 | Inova Solutions

In the August 2013 edition of Contact Center Pipeline, Brian Hinton writes, “while IT might hold the keys to technology delivery and support, the contact center must use technology wisely to achieve business goals.” At first, this seems to be a simple enough statement; however, it is really quite loaded once you start to break it down.

Posted: 08/06/2013 - 00:00 | Inova Solutions

In the July 2013 issue of CRM Magazine, Denis Pombriant writes “Making the Play with CRM,” an article which details the similarities between customer service and a classic American pastime. While it may seem to be a bit of a stretch, Pombriant bases his comparison on the proactive nature of both endeavors.