Thoughts From Genesys CX17

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Genesys CX17

This year’s Genesys conference, CX17, was hosted in Indianapolis, Indiana, which is also the headquarters of its latest acquisition, Interactive Intelligence. The event was full of people and excitement around seeing both product lines come together—and the Empirix team was ready to match that excitement with the celebration of our 25th anniversary of the Hammer […]

Can Your Contact Center Weather the Storm?

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Weathering the Storm

In 2017 severe weather wreaked havoc with the power grid; there were significant storms in the U.S. with major impacts to utilities. High winds in Pennsylvania knocked out power to 285,000 homes, and in March we saw a severe thunderstorm on the eastern seaboard that left ten million homes without power along with strong winds […]

Top 10 Metrics to align Contact Centers with Agile Methodology and ensure you’re fit for business

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Fit for Business

Call centers are never short on metrics, but is the business utilizing the right metrics to ensure they are fit for business? Should those metrics change in an agile environment? The agile methodology for software development has definitely taken center stage, however, it struggles in large organizations with long standing processes and considerable investments in […]

5 Contact Center KPIs to Turn Customer Frowns Upside Down

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KPI

Customer experience in the contact center is paramount in customer retention. Technical issues, even minor ones, can have an enormous impact on a consumer’s perception of a company. Combine that with the undeniable fact that today’s contact centers are extremely complex—featuring multiple communication channels, self-service applications, routing schemes, agent groups, and vendor equipment—and the result is […]

Top 5 Communications Trends of 2013

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Communication Trends

2013 has been a year of ginormous communications changes, from the mind-blowing growth of smartphone usage to the game-changing addition of WebRTC. Organizations have been increasingly focusing on improving customer service, recognizing that while voice is still king, customers need to know that they can reach companies in other ways too, like through social media or video chat or […]

6 Frightful Contact Center Experiences

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Ghosts

Think it’s scary this Halloween? Imagine being in charge of your company’s contact center and being held responsible for providing a terrible customer experience. Now there’s true terror for you! Last week I highlighted few examples of issues discovered through predeployment testing. Today I’d like to highlight the goblins that await you if you don’t […]

3 Contact Center Lessons Learned from the Buffer Hack

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Lesson Learned

Over the weekend, Buffer, a company that lets you automate your social media sharing process, was hacked. However, the company handled it like a champ, sending out emails and putting up blog post updates that provided information on a regular basis. Here are three lessons I took away from this incident. #1 Immediately Acknowledge There’s […]

Top 10 Communications Systems Failures

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System Failure

I’d like to share the top 10 issues Empirix has discovered while working with clients in the past 45 days. Hopefully these insights will help you think about your own communications environment and how it effects the customer experience. In previous posts, I’ve commented on the end-to-end testing methodology which Empirix considers to be the best […]