Let’s Talk About Knowledge Workers! June 1, 2019Often times when I’m asked what our software does, I talk about what we do for contact center agents. It’s easy to explain the benefits of computer telephony integration for your agents, as everyone has a negative call center story they can share. Endless call transfers and repeating information over and over again are easy… Read more →
Hybrid approach for contact centers: Do you really need it? May 30, 2019It seems like every few years new buzzwords take over the tech scene. A few years ago everyone begin talking about the cloud, but as IT departments began evaluating transitioning to the cloud, it became apparent it wasn’t a wise decision for each organization to jump into a cloud migration. Which brings us to “hybrid,”… Read more →
5 Ways to Shorten Average Handle Time May 11, 2019Average Handle Time (AHT) is one of the most critical metrics for today’s contact center. AHT is the amount of time from the start of a customer interaction to it’s end, including, time spent interacting with an IVR, wait time, hold, time, and talk time, averaged across all your customer interactions. When customers reach out,… Read more →
Understanding Common CTI Features April 21, 2019Each contact center integration project has specific and necessary requirements that are needed to increase agent efficiency and improve the customer journey. Identifying a product that leverages market experience to design and fulfill most requirements is recommended. The goal of a quality integration project is to track, record and store customer information so that the… Read more →
Meet our Marketing Intern, Alexis April 15, 2019AMC is proud of the relationship we have with VCU to offer development and marketing internships that help develop students for the real world. This spring we were fortunate to have Alexis as a marketing intern and are sad to see her time with AMC coming to a close. We spent some time catching up… Read more →
Creating a Marketing Launch Plan that Isn’t Scary October 30, 2018Your developers have been heads down on a new product for months, and despite the buzzwords floating around the office, most of the people within your organization aren’t even quite sure what this product does. Now, its your job to figure it out, give it an identity and explain why anybody would even want it. If… Read more →
Is everything in the cloud? June 28, 2018A high-level overview of the differences between cloud and on-premise solutions for contact centers. It seems as if everyone is talking about “in the cloud,” and with all the noise around the cloud, the common perception is that it must be better, making many organizations jump on the cloud bandwagon. However, it is important… Read more →
1 free thing you can do today to gain cool boss status May 31, 2018Tony Hsieh, CEO of Zappos since 1999, may be famously known for his mohawks, “weirdness” in company culture and the fact that he sits at the same desk as his employees; however, his open door policy and self-managed organizational model has been both highly praised and widely criticized since the company adopted it. While Hsieh’s… Read more →
It’s Never Too Late to Create a World Class Contact Center (& Reach Customer Service Excellence) April 30, 2018At AMC we’ve got a team of people who have worked alongside contact centers since we started in 1995, so we’re pretty comfortable calling ourselves experts. Outside of our days in the office, we’re cable, cell phone and credit card customers, too, and we find it blaringly obviously when contact centers are getting it right,… Read more →
Numbers don’t lie: A look into what 2019 holds for contact centers* February 13, 2018Contact centers across the globe are changing their operational models – and it is happening quickly! Although it may feel like 2017 was yesterday, 2019’s forecast for customer interactions are predicted to be over half via channels other than voice. And while omni-channel has been driving conversations across most of the I.T. world for the… Read more →
