October 16, 2017
  • Posted by: Donna Penwell
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  • Under: Blog

As Contact Center managers scurry around frantically to keep up with the latest self-service innovations, customers are continuing to do what they always have done…pressing zero until they talk to an agent. It seems, especially in the banking industry, that some people prefer to have a person help them with even the simplest request like […]

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Chrysalis Omnichannel in Contact Center
September 29, 2017
  • Posted by: Donna Penwell
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  • Under: Blog

As you read this Blog, I bet there are several internet-connected devices within your reach. Our day-to-day activities have shifted to the point where it is hard to imagine not being linked-up – it even makes us nervous to be without that tether to cyberspace. Contact centers have developed products and services to deal with […]

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August 30, 2017
  • Posted by: Donna Penwell
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  • Under: Blog

Are you one of those people that gets frustrated just 10 seconds into waiting on hold for customer service so you just hang up? Well, join the crowd. Statistics show that over 60% of Contact Center customers feel that even one minute of hold time is too long! That abandoned call is certainly not a good […]

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July 28, 2017
  • Posted by: Donna Penwell
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  • Under: Blog

Everything I know about Schrodinger’s Cat is based on some comments made during an episode of the hit TV show The Big Bang Theory. So when I saw the Cat reference used in an article* about Contact Centers I was intrigued and knew I had to read it. It turns out that there is a […]

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April 26, 2017
  • Posted by: Donna Penwell
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  • Under: Blog

Why would you ever need to think about human emotions when you’re focusing on your company’s IVR performance? What in the world do they have to do with each other? Aren’t there already enough factors you need to worry about when looking at improving the performance of your IVR? It turns out that people’s emotions […]

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