Three Ways to Help Your Managers Develop Into Leaders

Isn’t everyone in the contact center industry looking for ways to improve…to stay ahead of the curve and set themselves apart? Of course! Oftentimes organizations star....

Create a Competitive Customer Experience By Doing These Five Things

Some experts predict that customer experience will actually overtake price and product as a key brand differentiator by 2020. In other words, in the very near future, the product o....

Another Look—Four Tips for Turning Around a Poor Brand Perception

A stellar brand reputation…it’s what all organizations strive for. With one, you’ll likely reap the benefits of loyal customers, repeat business, higher profit m....

The Top 6 Ways to Elevate Your Customer Experience with WFO

It used to be that a brand consisted of a logo, and a visual or verbal experience. Today, there are many factors making up—and impacting—your brand. The most significan....

Got Customer Service Skills?

When we entrust people to interact with customers, it’s crucial their skills are on point, right? After all, they are representing your brand when interacting with customers ....

Multichannel and Your Contact Center

The omnipotence of multichannel shopping has undoubtedly impacted the contact center – representatives need to be aware of how customers are interacting with the brand via ot....

The Swinging Pendulum of Customer Service

In 2015, Gartner shared survey data, which stated that 89% of companies would compete primarily based on customer experience in 2016—up significantly from the previous two ye....

The Top Four Workforce Optimization Trends for Contact Centers to Watch in 2017

With the anticipation of the new year, you can’t avoid reading about the hottest industry trends coming down the pike. And our blog is no exception! This is an exciting time,....

Holiday Tips to Spread Customer Service Cheer

The holidays are about festive music and decorations, giving and receiving gifts, spending time with loved ones, and of course spreading holiday cheer. For businesses, we suggest s....

Is Your Contact Center Ready for a Workforce Optimization Solution?

Eight questions to ask yourself today to find out Are you ready to implement a workforce optimization solution? If you’re not quite sure, well, you’re not alone. It&rs....

The 11th reason companies fail in CX

Spoiler Alert … they don't have the right technology to support their CX vision! If you ask 10 different people to pinpoint reasons why the customer experience fails, you m....

Real-Time Speech Analytics Improves the Customer Experience

How important is it to resolve customer issues? Today one bad customer experience can go viral in no time flat, so keeping customers happy and satisfied is more critical than ever.....

Tech Talk & Trends: A Short Glossary for Keeping Up With Customers

Your customers are not willing to wait for service, for answers or for anything related to their experience. The name of the game is immediate gratification and if you can’t ....

8 Ways To Get The Most From Your Customer Feedback

What if you could get into your customers’ heads? Gain a better grasp on what they really think about your products and services? Learn how they feel after interacting with y....

How Big e-tailers Are Dominating Customer Service

The influx of e-tailers in the last several years is incredible. While it’s not a new trend for a brand to create an online presence, there has clearly been an emergence of o....

The Future of Customer Engagement in the Contact Center – 7 Trends to Know About Today

Remember when we would see a movie or television show employing futuristic tools and devices and it seemed a lifetime away? Well, as we activate our smartphones with just a fingerp....

Get to Know Mary and Why She Uses KnoahSoft Harmony

Meet Mary. She’s charged with managing a bustling call center. She’s busy trying to train, manage and mentor a whole team of service representatives. But just like man....

Quality Across All Digital Interactions is a Must, Not a Luxury

Your contact center (and entire organization) is full of people who are responsible for delivering excellent service to your customers. But how do you ensure they are living up to ....

What We Learned About Customer Service From a Barista

Being a barista is not all lattes and macchiatos. The influx of people in and out all day provides many lessons in customer service. From the customer ordering coffee at a specific....

8 Questions You Should Ask About Your Intelligent Call Recording Platform

In almost any search, questions will (and should) be raised. We ask questions when we interview for jobs, when we hire child care providers, when we are seeking medical attention,....

Ensure a More Reliable Customer Experience With Call Center Monitoring Software

Your contact center is the lifeline to your customer experience. Each day representatives are on the phones interacting with your customers – answering questions, addressing ....

How Data and Analytics Can Elevate The Customer Experience

Creating an awesome customer experience is top of mind for pretty much every business out there today … including supermarkets. Yes, even your go-to spot for buying everyday....

Beef Up Contact Center Staffing with Workforce Management (WFM) Best Practices

Best practices are called best practices for a reason. There is something to be said about looking at what’s working and incorporating these tactics into your strategies. And....

A Lesson from TGIFridays – Providing Stellar Customer Experience With Flair

Loaded potato skins and Jack Daniel’s ribs are not the only calling cards for major restaurant chain, TGI Fridays. They also happen to have quite the reputation for excellent....

Driving Call Center Excellence with Speech Analytics Software

Thumb through any industry publication and you will find a bevy of articles emphasizing the benefits of speech analytics for contact centers. Even amidst different perspectives and....

Don’t Just Be Another Statistic - Create a Culture of Customer Service!

Today, people can’t stop talking, tweeting, posting and blogging about what they love and what they loathe. Just consider this stat from Huffington Post, “Customer fru....

Workforce Optimization . . . or is it Customer Experience Optimization?

Part of keeping pace with the market and remaining an industry leader is understanding how your business can and should evolve. Sometimes you need to launch major new initiatives a....

Keeping Your Agents & Customers Happy: 7 Tips to Make It Happen Today

We’re going to let you in on a little secret … it’s about how to ensure your agents are happy and that their happiness spreads to your customers. Ok, ready??? It’s a really simple....

Delivering a Killer Customer Experience

Almost every industry is flooded with companies vying to win over the sea of customers available for the taking. But modern consumers won’t become loyal enthusiasts for just ....

Five Tips for Managing Difficult Customers

Finesse is needed to successfully navigate customer interactions of all types, especially when it comes to those involving difficult customers. While this challenge is faced by con....

Five Contact Center Resolutions for 2016

Well, 2016 is now underway. If you haven’t already broken all of your New Year’s resolutions, congratulations! And if you have, well then, it might just be about time t....

Four Tips for Turning Around a Poor Brand Perception

Nobody wants a bad rep. Personally and professionally, there is a lot riding on how others perceive you. When it comes to business, all brands have a lot to lose if consumers have ....

Five Contact Center Trends We Should All Be Watching

As customer service continues to change, our contact centers are evolving too. To keep you up to speed on the latest technologies, offerings and customer preferences, we thought it....

Six Things to be Thankful for in Customer Service

Thanksgiving is just around the corner and is the perfect opportunity to show gratitude – for friends and family, for health and happiness … and for things we apprecia....

4 Tips for Delivering Exceptional Customer Service During the Holidays

It feels like summer just ended. We’ve barely had time to store our summer clothes or adjust to back-to-school routines before stores start displaying their most festive holi....

Best Practices to Build a Quality Management Program for Your Call Center

How much thought do you give to quality management? According to Wikipedia, “quality management ensures that an organization, product or service is consistent.” This is....

Introducing KnoahSoft Harmony 4.5

Drumroll please … we’re excited to announce the latest iteration of our Workforce Optimization software suite, KnoahSoft Harmony 4.5! Truly better than ever before, K....

Q&A: Ron Weiss on Tips and Advice for Workforce Optimization Software Deployment

This is part two of our conversation with Ron Weiss, Director of Customer Solutions for KnoahSoft, regarding the most pressing challenges faced by contact center leaders. Part 1 of....

Q&A: Ron Weiss on the Most Pressing Challenge facing Contact Centers

Editor’s Note – We recently sat down with Ron Weiss, KnoahSoft’s Director of Customer Solutions, to pick his brain on what he hears is the most pressing challenge....

The Top 5 Things Customer Experience Leaders Do Right

Want to create stellar customer experiences? Then follow the leader(s). No, seriously. There are notable leaders paving the way every day with innovative thinking and strategic pro....

How Cloud Technology is Impacting Call Centers

The cloud is everywhere. Literally. It’s virtually impossible to find a company or industry that is not impacted by cloud technology. And, since these sorts of market trends ....

A Look at Marriott's Stellar Service

Achieving top-notch customer service doesn’t just happen. It requires a solid strategy and the ability to execute said strategy with finesse. While the formula will vary from....

Customer Service Has Gone High Tech

Today’s customer service infrastructures have gotten a major makeover. Brands everywhere are starting to weave technology into their experiences. It makes sense – our o....

It’s up to You to Define your Contact Center’s Path to Success

One of my favorite quotes comes from one of the Founding Fathers of the United States. Benjamin Franklin once said that “By failing to prepare you are preparing to fail. It&....

It’s All Fun and Games

As Summer draws nearer and the weather heats up, everyone’s getting vacation on the brain. Summer is for fun, for relaxing, for laughing, for hot days and cold drinks. So why....

Customer is King, Right? But What About Those You Want to Dethrone?

If you don’t know the importance of delivering a stellar customer experience yet, then you are WAY behind the 8-ball. There is much ado about how to make customers happy, how....

Five Steps to Becoming a High Performance Contact Center

Contact center leaders are always balancing center performance with customer experience improvements. Too often, one goal suffers at the expense of achieving the other. But shouldn....

The Right Technology Can Yield Big Returns

Did you know that it’s possible to gain massive efficiencies using workforce optimization technology? As in tripling quality assurance samples using the very same staff. That....

Nine Questions to Ask Before Making a WFO Purchase (Beside “How much does it cost?”)

Doing your homework when it comes to evaluating a new technology solution or application for your contact center is so crucial. We know it can be overwhelming trying to sift t....

Contact Centers – Responding to the Customer Journey Management Challenge

The new trend word for contact centers is “customer journey management”. Noted contact center thought leader, Sheila McGee Smith (President and Principal Analyst) ....

Making Your Customer Experience Vision ”Real” for Your Contact Center

Creating a differentiated customer experience delivers many benefits such as increasing the velocity of new customer acquisitions, positive word-of-mouth and social media endo....

From Multichannel to Mindreading: What’s About to Happen to Customer Expectations (and How You Should Prepare)

You’ve seen it coming, right? The seismic shift in how customers are doing business these days? You must have since you’re part of the revolution – you are a cons....

The Only 4 Things Your Boss Needs to Know About Cloud WFO

We know. There’s so much noise out there and all these buzzwords you’re supposed to know, understand, and be able to translate for your boss so you can get them to inve....

The Relevance of WFO in Customer Journey Management

CMOs were the first to recognize that outdated marketing models no longer work. Following the classic “attention, interest, desire, action” cycle will not produce succe....

6 Reasons Why WFO in the Cloud Changes the Small- and Mid-size Contact Center Game

With the advent of Subscription as a Service (SaaS) Cloud-based contact center applications, smaller and mid-size contact centers now have the opportunity to compete on customer ex....

New Year, A New Chance to Delight Customers

At KnoahSoft, we don't believe in resolutions. They only last about two weeks. We believe in making changes that will sustain for the long haul. The discounts are over, the stockin....

The Top Four Workforce Optimization Trends for Contact Centers to Watch in 2015

Is it 2015 already? It is, if you are a contact center executive plotting your budget, strategies and initiatives to improve the customer experience you deliver with little or no a....

WFO in the Cloud – How SaaS-based Contact Center Applications are Changing the Contact Center Forever

More than ever before contact centers of all sizes, shapes and functions are tasked to deliver an exceptional customer experience and are constantly asked to deliver this exception....

5 Ways to Make Your Contact Center a Holiday Customer Experience Genius... You Can Thank Us Later

That time of year is upon us... The trees are already up at the malls. The neighbors are hanging their lights. And we haven't even carved the turkey yet! It seems the holidays cree....

Why Cloud May Be Your Best Option for Quality Management … and Improved Customer Experience

The last few years have seen an explosion in the use of cloud-based solutions in contact centers and there is no end in sight. An August 2014 report published by MarketsandMarkets ....

And You Thought $20 Couldn't Buy Anything These Days: The Value (and Savings) of WFO in the Cloud

Cloud-based WFO solutions level the playing field and help make workforce optimization a reality for contact centers no matter the size, location or budget. In most industries, th....

3 Keys for a Successful WFO Solution

What makes a WFO solution the right fit for your organization? While there are many choices to consider, there are three keys that can help you select the right option. WFO soluti....

Seven Tips for Happy Agents and Delighted Customers

Contact center executives spend up to 70% of their annual operating budgets on expenses relating to staffing such as recruitment, salaries, bonuses and other personnel costs. In ad....

WFO and the Voice of the Customer

When the question of how much value should be placed on the voice of the customer (VoC) comes up, the answer lies in your overarching goals. Like if you’re wondering whether ....

Tech Talk & Trends

Instant gratification. It’s our whole culture, it’s everything we see, do, watch, hear, buy. Consumers want what they want, and they want it now. How are you keeping up....

Five Key Requirements to Transform Your Contact Center

When we speak with contact center leaders, we often hear challenges around being asked to continually deliver a higher quality of service with less or no increase in staff and budg....

What Mobile Means for the WFO Market

As the world shifts to becoming more mobile based, the WFO market is challenged with developing solutions that meet company needs for fast, reliable and accessible technology acros....

Get in the Game - The Cloud is a Game Changer for Small to Mid-Size Contact Centers

Small and mid-size contact centers are really no different than large contact centers (>100 agents) with the exception of complexity (at least in some cases). Small contact cent....

Is Being Cloud-Ready the New Mandate for WFO?

Cloud computing is transforming the way that business is done – and WFO implementations are no exception. As the benefits of the cloud become more apparent, it’s only n....

Empower Your Contact Center Supervisors with Tools to Drive Agent Performance

Many organizations invest significant time, money and resources in creating and integrating a contact center infrastructure that includes a telephony interaction platform and CRM a....

How Does Real-Time Monitoring Help Call Centers?

Managing a call center so that productivity and customer service are always kept high can be a challenge. But with real-time monitoring, your organization can keep track of agents ....

 How to Meet the Multiple Challenges of Workforce Optimization - Without Breaking Your Budget

Want to meet the needs of your customers and staff, increase productivity and cut costs ? Find out why workforce optimization  software is worth the investment. Why Workforce....

What Should You Look for in Your New Workforce Optimization Tools?

If you're ready to increase workforce efficiency, you need to know what to look for in optimization tools. Before you buy check out these essential features. Is your company looki....

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