Avoiding the Most Common Contact Center Productivity Killers—Part 1

dvsAnalytics Encore - Avoiding the Most Common Contact Center Productivity Killers—Part 1

Besides improving the customer experience, increasing productivity within the contact center is top priority for managers. The reason for this is simple: in the contact center, time and money are one and the same. In other words, every idle or wasted minute within your organization negatively impacts profitability. To this end, it’s important that organizations […]

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Why You Can’t Separate Customer Service From Brand Image

Quality Management Call Recording

Brand image and customer service are two separate concepts: the former refers to the thoughts and feelings a brand evokes in consumers, while the second describes the manner in which a company provides assistance or advice to customers and prospects. Although they have different definitions, through the years these two terms have increasingly overlapped to […]

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Motivating Agents: How to Make Contests Your New Status Quo

dvsAnalytics Encore -- Motivating Agents: How to Make Contests Your New Status Quo

This article was originally featured on the ShoreTel blog on Oct. 27, 2016. Customer contact centers’ roles are paramount in today’s business, often carrying their company’s success on their shoulders. A single customer’s loyalty can lead to 10 times the value of their original purchase, and its ripple effect has a much wider reach with […]

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