Press Release: Fenero Launches Flow to Banish Rigid Call Center Scripting

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Fenero Launches Flow to Banish Rigid Call Center Scripting   Fenero, a leading provider of cloud solutions for contact centers, announces the launch of its latest feature, Fenero Flow   Miami, FL, September 12, 2016 – Fenero, a provider of cloud-based call center solutions for sales and customer service operations worldwide, is announcing the launch of its newest feature, Fenero … Read More

How to Manage Different Generations

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Reprint of Wall Street Journal Article Managers are increasingly grappling with generational differences in their workforces. Problems can arise from differing mindsets and communication styles of workers born in different eras. The frictions may be aggravated by new technology and work patterns that mix workers of different ages in ever-changing teams. Baby Boomers, born between 1946 and 1964, are competitive … Read More

Business Continuity and Disaster Recovery in Customer Service

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For larger companies, the contact center is a critical business system. These checklists, prepared by Roger Sumner, senior vice president of the Technology Office at Aspect Software, will help ensure that you ask the correct questions when planning for business continuity in this area. First  acknowledge that the term ‘disaster’ encompasses a lot of unpleasant possibilities. Get specific about the … Read More

Press Release: Fenero Welcomes Charles Callari, Former Global VP of Sykes Enterprises

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  Fenero Welcomes Charles Callari, Former Global VP of Sykes Enterprises   Charles Callari, an experienced sales and marketing executive and former Global Vice President of Marketing and Strategy at Sykes Enterprises joins Fenero   Miami, FL, April 14, 2016 – Fenero, a provider of cloud-based contact center solutions for sales and customer service operations worldwide, is pleased to welcome … Read More

Preparing for the Next Generation of Agents

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By Tom Goodmanson Generation Y, also known as millennials, are getting their fair share of attention with respect to today’s workplace and their place in it.  Born between 1981 and 2000, millennials expect interesting and challenging work.  They anticipate fast and upward mobility, along with ongoing mentoring and feedback from their supervisors.  Members of generation Y expect to be equipped … Read More

Managing the Customer Experience

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Matt McConnell There are many different ways to define “customer experience.” While some companies use the term synonymously with customer service, others define the customer experience based on a singular encounter with a customer or a general summary of how customers feel about their company and brand overall. The truth is that the customer experience is not a single experience, … Read More

The Future of Customer Experience With Next Generation Contact Center Solutions

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“This article is brought to you courtesy of Call Center Times.” by Konstantin Kishinsky, CEO, BrightPattern Some seven years on from the launch of Twitter, we still routinely hear reports of corporate America doing much less than they could be doing to listen and respond to customers via social media channels. This, even as research shows that companies are consciously and deliberately … Read More

Technology in Today’s Customer Contact Centers

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“This article is brought to you courtesy of Call Center Times.” By Mitch Perkal, Aspect Customer contact centers are now faced with the task of serving consumers across multiple communication channels. As technology advances at an accelerated rate, customer contact centers are expected to utilize these next-generation solutions and tools to enhance customer service and create new efficiencies to help build business. … Read More

Virtual Agent Best Practices Series – Technology

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In the two previous INSIGHTS issues I shared Virtual Agent “Best Practices” tied to People and Process. In this column I will outline Technology “Best Practices” that I have identified through my research and discussions with early adopters of work At Home Agents. As I mentioned last month there is no clearly identified best process to follow when deploying Work … Read More