The wait for the Cisco finesse update is finally over with the launch of Finesse 12.0. It comes with enhanced efficiency, scalability and flexibility for the users and promises to offer terrific value to the business. It will greatly improve the User Experience (UX) and help agents in providing experiential customer experience. Here is a […]
Contact center operations today are not just about providing services from a dedicated contact center using chat, calls, emails etc., but also extending all the core contact center capabilities to a remote user. A lot of the contact center professionals spend time on the field at remote locations or traveling due to their professional commitments. […]
One of the most challenging tasks in call center operations is to be able to know what is going on right now, at this very moment in order to make on the spot decisions. And that is what call center managers would very much want to be doing than otherwise. Ready and real-time access to […]
The success of any business depends upon getting the right information and making an informed decision which in turn help leverage its growth. In an information-centric industry such as contact center business, it makes sense to have smart technologies or software available at your disposal which can analyze and provide you with an actionable data […]
First few seconds during a call set the tone for successful interaction with your customer. So, you got to make it count from the very start. And just in case you’re not hitting the right chord with your customer during these initial few seconds, you may want to look at what is stopping you from […]
Sound customer engagement is the ultimate goal of a call center and a unified desktop agent is a solution you need to take it to the next level and reap all the benefits that follow. Customer loyalty and Sales are the two sides of the same coin Sound customer engagement is a critical element for […]
Often when it comes to agent experience we talk a lot about having a Unified Agent Desktop, but what about your supervisor? For a supervisor to work effectively and efficiently, they also need a unified desktop that is designed like a cockpit, where they have access to actionable intelligence and ability to make decisions based […]
How do I design my Call Center Wallboard? Which metric should I be using? Are these the right metrics to show off my team performance? Do I need to update and change the way I am measuring performance? Can I motivate my agents with the wallboards? If you find yourself asking these questions, you are […]
It’s a universal truism that, despite the best efforts of empathetic management, a significant percentage of Agent tasks in a contact center are repetitive, inflexible and can be a little boring. This is partly due to the nature of the work but it’s also an unintended result of the drive to increase efficiency. And, in […]
Banking is one of the foremost industries that needs a contact center for its operations on a daily basis. Poor experience in a contact center can scuttle any initiative for overall customer experience improvements. Nowadays, contact centers have become the preferred channel for customers for many services such as blocking a card, check book request, […]
It’s well known that a high performing Agent Desktop, coupled with high performing Agents, has a positive impact on the customer experience. What is less well known is that the Supervisor Desktop for Cisco Finesse has a key role to play in ensuring that technology and people combine seamlessly to deliver a premium service. Agents, […]
Agents are your contact center superheroes. They are your champions. They are your brand ambassadors, so it goes without saying, Happy Agent equals Happy Customers. In a recent survey by Cisco, 26% of agent time is spent looking for data across multiple screens. Would this time be better spent engaging with your customer? Thus, businesses […]