If the past year proved anything, it’s that necessity isn’t just the mother of invention; it’s also rocket fuel for evolution. 2021 force-fed a distributed workforce model on the contact center industry and accelerated our industry’s digital transformation. …

Why CCaaS and Why Eleveo. 5 Reasons. 1. Today’s contact centers tend to support increasingly complicated customer interactions, and their agents are doing it over multiple channels, adding to the cost and complexity of operations. 2. Even as their mandate expands, contact centers are expected to do more with less…

Contact centers are handling more customer interactions — and more complex interactions — than they ever have, and that trend promises to continue. …

Ensuring your agents’ time on the clock is time well-spent starts with forecasting, scheduling, quality management and individualized training. Agents may sit near the bottom of a contact center’s organizational chart, but they’re the public face of your organization, front-and-center. …

The two approaches operate under distinctly different sets of ground rules signalling a solution provider’s degree of implementation flexibility. Is a software implementation a process or a project? What’s the difference? It’s just semantics, right? Far from it. The lens through which one views an implementation determines methodology, the software…

Elevēo Receives 2021 Contact Center Technology Award from CUSTOMER Magazine Elevēo Schedule Adherence honored for improving customer service technology and improving the customer experience FRANKLIN, TENNESSEE (September 14, 2021) — Elevēo announced today that TMC, a global, integrated media company, has named Elevēo Schedule Adherence as a 2021 Contact Center…

In a full-employment economy or one wracked by Covid, where staying home pays more than a lower-wage job, the employee experience is key to attracting and retaining employees. The term ‘economic whiplash’ comes to mind when describing the past year. Everybody knows the statistics; we’ve lived them. A full-employment economy…

Your schedule can’t assume agents are robots and contact centers are assembly lines. The real world will disrupt the plan; the question is, how do you manage it? “Everybody has a plan until they’re punched in the mouth.” So said former heavyweight champion, Mike Tyson — in the context of…

It isn’t new technology, but many commercial contact centers are just starting to consider Automated Speech Analytics’ benefits. The challenges facing commercial contact centers aren’t substantively different from those of their enterprise counterparts; the only difference is scale. Regardless of whether the volume of customer/agent interactions numbers in the tens…