Recently I had the rare opportunity to look inside the contact centre behind the world’s 4th largest fitness chain: GoodLife Fitness. And if you’re someone who has anything—and I mean ANYTHING—to
Last Summer, Emily went through two terrible customer experiences. And she lived to tell the tale. You see, these experiences were so bad that she published them in Contact Management
When designing a phone system or contact center you need to ask yourself: “What level of service is required for my organization?” The typical response is to implement an expensive
When looking into speech analytic tools, it is important to determine what you want to get out of the system and how you want to act on the data that
If you enjoyed this video then you’ll love these two articles Paul Van Dam wrote for Contact Management magazine: (Part 1 of 2) Four reasons to consider speech analytics (Part
If you’re looking for ways to boost sales and launch more successful marketing campaigns… while improving your customer experience AND product or service development… there’s a powerful—once “out-of-reach”—technology that can
Despite advances in technology, the majority of contact centres still rely on callers accessing their organizations using the same method since the early 60’s. In order to properly meet the
Contact Center technologies can provide a wide array of capabilities and services for an organization, however often the features are underutilized. Given the cost of agent licensing on modern systems,
Launched in 1999, Nielsen IT Consulting Inc. is an independent consulting firm who has a reputation for helping organizations achieve breakthrough results for their telecommunication investments. Exclusively focused on Contact Centre, Unified Communication, Audits and Telecom Expense Management.
