Empowering customers to help themselves, and deflecting routine customer transactions from your busy call center staff is the obvious result of implementing customer self-service applications. But making this happen across channels is the key, and requires more than just willingness to improve the customer experience. Read this article to get ideas how multi-channel customer self-service can be achieved as painlessly as possible.

Workforce Management software helps contact center managers get call center agents rowing the boat together for better performance and better customer service. Read this article to see how workforce management software, previously a manual and flawed process, can become an automated dream come true for call centers looking to improve efficiency and customer service levels.

Interactive voice response (IVR) systems have long been easy targets of cheap shots, and the bad rap has been somewhat of a self-inflicted wound for businesses that have adopted poorly designed iterations. However, when IVR applications work, they work well and can make a major difference in your company’s efficiency and the customer’s experience. Read this article to see how IVR, when used properly, can transform from zero to hero.

Want to learn more about IVR and how this great technology can free up your people and unclog your customer’s access to your products and services? Here are 10 ways IVR can improve the customer experience and call center agent efficiency.

Can the customer’s experience be a happier one if the call center agent is happy? Why not? This article explores what makes a call center agent happy and how that satisfaction can be transferred to the customer for an improved customer experience.