Robert Stanley

  • 100 Call Center Management Tips: Expert Insights and Advice for Hiring and Training Call Center Agents, Motivating and Engaging Your Team, W

    100 Call Center Management Tips: Expert Insights and Advice for Hiring and Training Call Center Agents, Motivating and Engaging Your Team, W

    Managing call centers today involves much more than scheduling agents to staff the phone lines. Working as a call center agent is a stressful endeavor, and it’s up to you as a manager to...

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  • Smart Implementation of Machine Learning and AI in Data Analysis: 50 Examples, Use Cases and Insights on Leveraging AI and ML in Data Analyt

    Smart Implementation of Machine Learning and AI in Data Analysis: 50 Examples, Use Cases and Insights on Leveraging AI and ML in Data Analyt

    Analytics has been changing the bottom line for businesses for quite some time. Now that more companies are mastering their use of analytics, they are delving deeper into their data to increase...

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  • 25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

    25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

    The struggle with contact center efficiency is common at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge....

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  • How Contact Center Agent Self-Assessment Improves Results

    How Contact Center Agent Self-Assessment Improves Results

    Contact centers are just looking for love. They want their customers to adore them, striving to provide the best customer experience so these customers will return month after month. But if...

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  • 50 Debt Revenue Recovery Tips: Developing a Debt Revenue Recovery Strategy, Tools & Technology, and More

    50 Debt Revenue Recovery Tips: Developing a Debt Revenue Recovery Strategy, Tools & Technology, and More

    There are several reasons for clients and customers to become delinquent in their accounts. Whether clients fail to pay because of poor health, lost employment, or a poor customer service...

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  • Growth of Conversational Commerce

    Growth of Conversational Commerce

    Conversational commerce is changing the way customers interact with brands and companies. Younger generations, like millennials, look at the transition as a valuable one because it utilizes...

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  • Getting to the Root of Displeasure

    Getting to the Root of Displeasure

    As a business, you expect to hear from your customers, and you probably welcome their calls because they give you valuable insight into their perception of your company. The last thing you or...

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  • Do you know how to turn your contact centre from a cost to profit centre?

    Do you know how to turn your contact centre from a cost to profit centre?

    During our recent CallMiner and IPI Contact Centre Performance Summit, it became clear that when it comes to getting a great ROI from Interaction (or Speech) Analytics, many businesses struggle...

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  • 7 Tips for Keeping Agents Happy

    7 Tips for Keeping Agents Happy

    No matter what industry you serve, one thing is certain; call centers can’t deliver a positive customer experience without the right agents in place. Hiring the right team can make or break any...

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  • Contact Center Customer Experience Best Practices

    Contact Center Customer Experience Best Practices

    Customer experience (CX) is evolving. Change isn’t necessarily bad, but it certainly is confusing when you have to cut through the noise and determine which best practices and trends will launch...

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  • 16 Examples of Artificial Intelligence Across 6 Industries

    16 Examples of Artificial Intelligence Across 6 Industries

    Artificial intelligence (AI) is about to transform every segment of our economy by bringing human intelligence into computing and allowing machines to learn from experience and make human-like...

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  • Is Your Data Being Held Hostage (by your Speech Analytics Vendor)

    Is Your Data Being Held Hostage (by your Speech Analytics Vendor)

    Many call centers utilize speech analytics solutions because it helps streamline their overall operations and better track agent performance. When you decide to invest in a solution, you trust...

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  • Is Your Contact Centre in the Eye of the Storm?

    Is Your Contact Centre in the Eye of the Storm?

    One of the main conclusions from the recent CallMiner and IPI Contact Centre Performance Summit in London on 29th March, was that businesses need to start viewing their contact centre as a more...

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  • Are You Ready for GDPR?

    Are You Ready for GDPR?

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  • 101 Customer Experience Tips: CX in the Contact Center, Planning & Strategy, Customer Experience Tools & Technology, and More

    101 Customer Experience Tips: CX in the Contact Center, Planning & Strategy, Customer Experience Tools & Technology, and More

    Today’s consumers readily tell others when they have a negative experience with a company, meaning that brands must prioritize the customer experience to foster loyalty and satisfaction. We’ve...

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  • A Comprehensive History of AI in the Call Center: From ACDs to Predictive Analytics and Beyond

    A Comprehensive History of AI in the Call Center: From ACDs to Predictive Analytics and Beyond

    Voice continue to the most widely-utilized customer service channel by consumers, with 73% of consumers calling into the call center for customer service needs, according to Forrester. Other...

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  • GDPR is Just Around the Corner. Are You Ready?

    GDPR is Just Around the Corner. Are You Ready?

    European Union’s (EU) new stance on data protection is impacting call centers across the globe. The General Data Protection Regulation or GDPR was passed in 2017 with a deadline for businesses to...

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  • RFPs for Speech Analytics: Asking the Right Questions

    RFPs for Speech Analytics: Asking the Right Questions

    When you want to hear what your customers truly have to say, you are on the path to transforming your business. The trouble today is that customers have so much to say across so many channels...

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  • Using Interaction Analytics to Handle Abusive Customers

    Using Interaction Analytics to Handle Abusive Customers

    Dealing with abusive customers can really affect the morale of the contact centre agents. Obviously, there is no excuse for customers being abusive but sometimes, even the mildest mannered get so...

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  • 20 Call Center Pros Reveal the Biggest Things Companies Overlook When It Comes to Call Center Compliance Issues

    20 Call Center Pros Reveal the Biggest Things Companies Overlook When It Comes to Call Center Compliance Issues

    See How Conns leverages CallMiner to improve their Collections Operations     Read the eBook: How US Contact Centers Can Use Interaction Analytics to Reduce Risk & Improve Compliance Call centers...

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