Call Center Industry News
Here's the latest from the EPIC team
5 Strategies for Optimizing & Improving Call Center Performance
Originally published on LinkedIn by Bill Pieper, President of EPIC Connections Contact centers are metrics-driven organizations. Management teams focus on customer journey analysis, customer retention rates, average handle time and myriad other metrics, because...
Building a Business Case for Contact Center Change
Originally published on LinkedIn by Bill Pieper, President of EPIC Connections Being a contact center executive is a unique (and stressful) role. While contact centers provide service to customers, most are also service providers within their own organizations. In...
Solving the Top 3 Concerns for Senior Contact Center Executives
Delivering results within the corporate structure is primarily driven by meeting customers’ needs and reducing operating costs. This has kept the top three concerns of contact center executives fairly consistent over time. However, as technology advances, the methods...
New Technology in your Contact Center? Consider This…
Modernization is a clear trend in the contact center world. But, as we all know, adding new technology starts with a thorough search, careful selection and effective implementation of the chosen technology. Having served many clients over the years who were starting...
How to Select the Right UCaaS Provider
The way people work has changed, and with the increase of mobile, distributed teams, remote locations, and the use of software driving the demand for "always-on" cloud communications, forward-thinking companies of all sizes are turning to—proactively requesting, in...
Before You Make Your Cloud Contact Center Technology Selection, Avoid These Pitfalls
Your industry needs, your business needs, and your operations are extremely unique, making no two cloud contact center solutions alike. The implementation process is a metamorphosis that takes a cloud contact center technology platform and transforms it into the right...
The iPaaS Revolution: Call Centers and Next-Gen Integration Tools
There’s a lot of hype around robotic processes and business process automation in the call center, but what technologies are truly driving digital transformation in customer service? The answer: integration platform as a service, otherwise known as iPaaS. Here’s what...
The Right Call Center Location: Site Visits, Due Diligence, and Driving to a Final Decision
Building a new contact center in today’s global economy offers a world of location options that come with overwhelming amounts of data points for each country and city. So, how do you effectively evaluate call center locations and select the right destination to...
Perseverance Through Rapid Change: EPIC Connections Celebrates 15 Years of Success as a Mainstay in Contact Center Consulting
The contact center industry is known for its constant hum of change punctuated by the rapid fire of new technology and a revolving door of providers. When I started EPIC Connections in my home office in 2003, I knew perseverance would be the first requirement for...
The Right Call Center Location: Understanding Market Dynamics and the Sought After “Sweet Spots”
This is the second in a series of articles offering a guide to help your decision-making process. Read the first article here. Today’s global economy offers a world of call center location options that come with overwhelming amounts of data points for each country and...
The Right Call Center Location: A Guide for Evaluating Cities and Countries
Preparing a Roadmap to Best-Suited Cities The U.S., the Caribbean, the Philippines… today’s global economy offers a world of call center location options that come with overwhelming amounts of data points for each country and city. It’s easy to get lost trying to...
Call Center Robotic Process Automation: Three Principles to Consider
Are you confused by all the hype around Robotic Process Automation? Do you have nightmares of Alexa taking over your workplace and having to slowly shut her down like Hal from 2001: A Space Odyssey? According to Harvard Business Review, “A recent survey indicates...
Evaluating Call Center Companies: Three Elements of a Trusted Partner
When evaluating call center companies, there are three main areas that mark a partner as trusted: industry and process expertise, relationship strength, and operational strength. Here are some buyer criteria and questions to ask to help you evaluate whether your potential provider hits the mark.
AI Increases Self-Service Expectations: How You Should Respond
While chat, text, and social media are all the rage in customer service, consumers are actually turning back to voice as their favorite way to communicate with companies. The emergence of popular digital assistants like Google Home, Alexa, and Siri ignited this shift....
Evaluating Call Center Companies: A Baseline Test
Call center outsourcing companies may appear all the same on the surface, so it’s important to tease out the differences. EPIC Connections has helped companies across many industries seamlessly navigate the outsourcing partner selection and RFP process, identifying...
Omnichannel Expertise: EPIC Connections and SmartAction Presented with Collaboration Award from NICE inContact
EPIC Connections, a global customer engagement and contact center consulting company, announced today that it received the Collaboration Award from NICE inContact, a leading provider of both cloud and on-premise enterprise software solutions. The shared award was...