• Agents and Bots Making the Perfect Team

    Bots are extremely helpful when it comes to "longer than usual" hold times, keeping the caller from hanging up and directed to the proper agent. - 3/16/2018

  • Call Center AdTech - Why It's So Hot

    Until recently, queue time was seen purely as a negative metric - something workforce managers tried to minimize and callers had to endure. While minimizing queue time is still an important objective,… - 3/12/2018

  • The Best Hold Time EVER

    Research has found 70 percent of Americans steer clear of contact centers based on the basic and general greetings. - 3/9/2018

  • A Musical Hold Time

    How long are you willing to wait on hold? According to Small Business Chronicles, callers tend to hang up at around the 115 second mark, so a little under two minutes. And once a consumer hangs up, it… - 3/9/2018

  • Speed of Sound - Your Clients Are Listening

    How fast do we hear sound? In 0.146 seconds, our sensory system immediately reacts to audio which is why mixing it with marketing can bolster a brand to unfathomable heights. Unfortunately, many brand… - 3/2/2018

  • The Marvelous Marketing Machine Hiding In Your Queue Time

    We rarely value things we wish to eliminate, like the wait time our call center customers must endure before getting connected to a live agent. However, this is a major mistake. Even as we try to redu… - 2/26/2018

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JC Penney: 'Brand' inbound calls? Increase Customer Satisfaction? Monetize the Contact Center? Wow!

Hear the Difference: Fill wasted space with experience engagement and revenue