by Kyle | May 7, 2020 | Use Cases
“Script” has become a naughty word in the contact center space, much like “work from home” (pre-COVID), for good reason. We hear it all the time with new clients. “Ugh…no. We don’t use scripts. We want our agents to sound natural and build rapport with our customers.”...
by Kyle | Mar 24, 2020 | Agent Management
May you live in interesting times… A few short weeks ago, everything was business as usual. Traffic was brutal, the lines at Kroger were normal, and the availability of paper products wasn’t even the slightest concern. Add a global pandemic into the equation…Grocery...
by Kyle | Jan 19, 2020 | Uncategorized
“Would you like me to cancel your subscription for you?” This was asked of me, unprompted, by a helpdesk rep for a major file-hosting service during a chat session this week. I had had some permission issues, and I was expressing frustration in the level of service...
by Kyle | Nov 22, 2019 | Uncategorized
7 Agent Adoption Tips For Your Speech Analytics Program Speech analytics programs should deliver initial results within 90 days. How you on board your agents can impact how quickly you see results in yours. Here are 7 tips for driving agent adoption in your speech...
by Kyle | Sep 20, 2018 | News and Information, Use Cases
The most successful operations leaders are always looking for that “edge” or tool to give them an advantage. They’re searching for that new process or technology that will resonate with their executives during their next big board meeting, when they hear something...
