Why Contact Center Scalability Agility Matters for CX

Tag: Curt

Having recently moved homes, I’ve spent a lot of time in the last month calling into a variety of contact centers to get my utilities set up, billing information changed, personal information updated, and problems corrected. Some of these interactions went smoothly, while others left a bad impression. Tags:News & ViewswebinarmultichannelContact Center & Customer ExperienceAI & AutomationCCaaSCustomer ExperienceDigital TransformationNews & Views Articles You Might Like As an example of the latter, take my experience with an Internet services provider I contacted regarding whether my residence falls within its coverage area. On its website, the provider offered chat and phone options. Because I didn’t have a solid Internet connection at the house yet and wanted to conserve my mobile data, I tried the old-school method of a phone call. Upon dialing, I received an automated message that the contact center was experiencing a high volume of calls and I was placed in the call queue. How to Plan a Smooth Contact Center Cloud Migration Elizabeth Magill September 24, 2019 A strategic migration plan must answer three important questions. CXSurvey_774.png See All in Contact Center & Customer Experience » This is the topic we’ll be exploring in the upcoming webinar with contact center industry analyst Sheila McGee-Smith, of McGee-Smith Analytics. Register now to hear from one of the industry’s all-stars on how businesses can design their customer experiences to be ready for the scalability and flexibility required by seasonal business demands. You’ll learn about new approaches to capacity scalability, how supporting work-from-home agents can be game-changer, and how you can apply new technologies like artificial intelligence to ensure that your contact center organization is agile enough to provide exceptional customer experience, even while dealing with the heaviest of call volumes. Traditionally, contact centers would have handled seasonal business spikes by engineering for peak demand and hiring additional employees. These seasonal employees might have had the requisite skills and knowledge, but chances are they wouldn’t have known the business or have been able to provide the customer experience in the manner business executives desired. But in this modern era, organizations can take advantage of new tools that allow them to deliver digitally transformed customer care capable of scaling with their businesses. Why You Need to Care About CX of Connected Consumers Blair Pleasant September 30, 2019 Today, enterprises are distinguishing themselves with personal, robust customer experiences. But can it be too much? Ten minutes later, and still in the queue, I figured I’d try the chat channel while I was waiting — just to see. I fired up my Verizon MiFi hotspot and clicked the button to launch a Webchat. Within about 30 seconds, I got through to an agent; meanwhile I was still waiting in that call queue. I was able to get all my questions answered via chat, so hung up on the still-unanswered call. Had I not tried the Webchat avenue, who knows how long I would have been waiting, only to find out that, no, my residence was not within the provider’s service area. Cisco Touts Webex Contact Center-Calling Integration Beth Schultz September 23, 2019 Company talks up other enhancements to cloud platform, as contact center partners make service news of their own. Log in or register to post comments Decoding Dialogflow: Enabling Voice Brent Kelly September 16, 2019 The seventh in a multi-article series focusing on building intelligent bots using Google Dialogflow and Contact Center AI To a degree, longer on-hold times can be expected from most any customer service operation this time of year — with the back-to-school season upon us, people across the country are shuffling to sneak in those end-of-summer vacations, shop for school supplies, and so on. Glad as I was that I was able to get my question answered via my second channel choice, my contact center calling experience doesn’t have to be — and shouldn’t be — the norm. Organizations must be prepared for traffic spikes – seasonal or otherwise — coming into their contact centers. What’s Trending in CX Today Blair Pleasant September 17, 2019 Organizations that truly care about customer service start with a understanding of what digital consumers really want. read more


Tag: Curt

Freshman guard D’Angelo Russell (0) brings the back up the floor during a game against Wisconsin on March 8 at the Schottenstein Center. OSU lost, 72-48.Credit: Mark Batke / Photo editorD’Angelo Russell wore the No. 11 on his jersey up until high school.Then Russell, now a freshman at Ohio State, switched to No. 3, he said. But when he got to Columbus, No. 3 was taken by senior guard Shannon Scott and No. 11 was retired. After fellow freshman Jae’Sean Tate chose No. 1, Russell settled on the number that most closely resembles OSU’s block “O” logo on his jersey.The Louisville, Ky., native said he’s not really sure why he chose zero, but threw out one idea with a smile on his face.“Zero people can guard me, that’s probably what it was,” Russell said Wednesday.Jokes aside, Russell has proved to be a difficult matchup for many of the Buckeyes’ opponents throughout his first collegiate season. The Big Ten Freshman of the Year averaged 19.2 points per game during the regular season, including 20.3 points per game in Big Ten play.Those numbers put him a full nine points ahead of senior forward Sam Thompson, who finished second on the team in scoring. Russell also led the team with 5.6 rebounds per game for the entire season, and finished first in conference play with 5.1 assists per game.Russell said he recognizes his ability to take over games, but added that success going forward will have to be a team effort.“It’s all about timing and shots falling and just being aggressive every possession I get,” he said. “And just coming together as a team when adversity hits, and whenever it sets in, we just gotta be stronger and everything’s gonna happen from there.”Coming off a 72-48 loss to Wisconsin in Sunday’s regular-season finale, Russell and the Buckeyes’ next step is set to be in the Big Ten Tournament. OSU is scheduled to take on Minnesota on Thursday night in Chicago.After the Buckeyes’ Big Ten run comes to an end, they’ll find out their NCAA Tournament fate Sunday night.While he’s been one of the key reasons OSU has won 22 games, Russell shook off comparisons to former University of Connecticut tournament heroes Shabazz Napier and Kemba Walker when it comes to his plans for his first collegiate postseason.“I wouldn’t say (a) Shabazz or Kemba type thing, but I would definitely do a D’Angelo Russell approach and do whatever I got to do to lead this team,” Russell said. “If it’s scoring, rebounding, whatever coach needs me to do, I’m willing and I just want to win, and I know the guys that I got around me and the coaching staff want the same thing.”OSU coach Thad Matta said he’d be willing to “swear to” Russell’s drive to win games, not to put up individual statistics.“D’Angelo would probably rather average 15 points, eight assists and six rebounds and win than score 25 points and that sort of thing,” Matta said Wednesday. “That’s kind of his mentality, he doesn’t take to losing easy.”Matta added that Russell spends “a lot of time” discussing exactly what the coaches need the team to do to win games.“Just saying, ‘Hey, what do we gotta do since Sunday, what do you want me to do? How can I get these guys? Let’s do whatever we need to do,’” Matta said. “You know that kid cares.”Matta acknowledged that Russell’s success amid the team’s times of struggle have led to extra pressure on the freshman.“I think we’ve put so much pressure on him, we’ve gotta get these other guys playing,” he said. “D’Angelo didn’t play well Sunday, he’ll be the first to tell you that.”Russell, who scored 17 points but made just 1-of-7 3-point attempts in the loss to Wisconsin, said the team as a whole has to find a way to put that loss behind it.“I think we’re all on the same page and we know that that was a tough loss,” he said. “But like I said, it can trigger anything with success and just playing well for the tournament and then the NCAA Tournament and so forth.”While the Buckeyes’ season will end whenever their postseason run concludes, Russell will be faced with a decision as to whether he wants to do it again. Projected as a top-five pick in the 2015 NBA Draft, Russell said his focus hasn’t strayed from the task facing OSU in the postseason, beginning with Thursday night’s matchup.“It’s not on my mind,” he said. “Not really preparing for any of that right now, just trying to get the most wins we can and be as successful as we can.” read more