Kristyn Emenecker

Kristyn Emenecker

The Post-Pandemic Contact Center: Five Predictions for 2021 and Five Just-In-Time Tools You Need to Know About Now

Kristyn Emenecker - Recorded Session


The world has changed rapidly already, so what will the next twelve months bring? A return to the way things used to be, or an entirely new normal? Join this session to discuss predictions for the contact center of 2021, and learn about five emerging communication and workforce technologies you’ve likely never heard of, but are going to be exactly what you need to navigate the this new age. Buckle up, it’s going to be a bumpy ride, but with the right preparation and tools, this can be just the time to soar over the competition. It won’t be easy, but if there’s one thing we know how to do in the contact center, it’s answer the call.

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Explore Articles by Kristyn

Blog Article
Speech Analytics in the Cloud: The Power to Act, the Insights to Transform
Forward-thinking contact center executives and quality assurance managers know that their organizations have room for improvement, even transformation. Intuitively, they know that they're wasting precious time and money on failed customer calls. And they know they're leaving money on the table from ...
cloud, Kristyn Emenecker, Speech Analytics
Forward-thinking contact center executives and quality assurance managers know that their organizations have room for improvement, even transformation. Intuitively, they know that they're wasting precious time and money on failed customer calls. And they know they're leaving money on the table from sales not made. But without objective, meaningful, and specific facts, what can they do? What can you do? Consider the power of speech analytics in the cloud.
Article
Managing Employee Journeys
Aside from a Formula 1 pit crew, a contact center could be the most productivity focused and measured environment you can find. Yet these measurements and KPIs are not always connected to the employee experience, making them ineffective and often contributing to high levels of agent stress, burnout ...
Contact Center, employee journey, Kristyn Emenecker, sales pipeline
Aside from a Formula 1 pit crew, a contact center could be the most productivity focused and measured environment you can find. Yet these measurements and KPIs are not always connected to the employee experience, making them ineffective and often contributing to high levels of agent stress, burnout and churn.
Article
Big Data: Getting Smarter with Customer Engagement
Picture this: You call customer service at your phone company to fix an issue with your phone. The agent answers and greets you by name before you have an opportunity to say hello. After asking how your day has been, he gets down to business. He knows you tweeted about your problem on Twitter ...
Big Data, Contact Center, Customer Engagement, Kristyn Emenecker
Picture this: You call customer service at your phone company to fix an issue with your phone. The agent answers and greets you by name before you have an opportunity to say hello. After asking how your day has been, he gets down to business. He knows you tweeted about your problem on Twitter yesterday and apologizes that nobody got back to you right away. He is also aware that you recently chatted with a customer representative two days ago when setting up your phone, and that you are experiencing dropped calls. Lastly, he states what he perceives to be the issue and asks you to confirm. Before long he gets to the root of your problem and transfers you to the person who can help. Within a few minutes, the call is over, your problem is fixed and you hang up satisfied. This seamless service interaction is a moment that lives on in a customer’s mind, and sets the expectation for how all experiences should go. It’s the result of a smarter customer engagement strategy, and the magic wand that makes it happen is big data.
Article
Workforce Optimization In The Cloud: Types, Advantages, Adoption
cloud, Kristyn Emenecker, Workforce Optimization
Article
PCI DSS COMPLIANCE: THE PROMISE AND THE PERIL OF DATA-RICH CALL CENTERS
Today’s call centers hold great promise. This data intensive environment has the potential to yield insights for differentiated service, customer loyalty, and customer acquisition. But this information-rich environment must be carefully guarded to avoid potentially serious breaches.
Kristyn Emenecker, PCI Compliance
Today’s call centers hold great promise. This data intensive environment has the potential to yield insights for differentiated service, customer loyalty, and customer acquisition. But this information-rich environment must be carefully guarded to avoid potentially serious breaches.
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PCI DSS COMPLIANCE: THE PROMISE AND THE PERIL OF.. → PCI DSS COMPLIANCE: THE PROMISE AND THE PERIL OF.. →

by Kristyn Emenecker

Today’s call centers hold great promise. This data intensive environment has the potential to yield insights for differentiated service, ...

Article
Article
0 Article-Article jplist-topic-Kristyn-Emenecker jplist-topic-PCI-Compliance 0 360255 360255 Today’s call centers hold great promise. This data intensive environment has the potential to yield insights for differentiated service, customer loyalty, and customer acquisition. But this information-rich environment must be carefully guarded to avoid potentially serious breaches.

PCI DSS COMPLIANCE: THE PROMISE AND THE PERIL OF DATA-RICH CALL CENTERS

Article

Today’s call centers hold great promise. This data intensive environment has the potential to yield insights for differentiated service, customer ...

Workforce Optimization In The Cloud: Types,.. → Workforce Optimization In The Cloud: Types,.. →

by Kristyn Emenecker

Article
Article
1 Article-Article jplist-topic-Workforce-Optimization jplist-topic-Kristyn-Emenecker jplist-topic-cloud 0 360254 360254

Workforce Optimization In The Cloud: Types, Advantages, Adoption

Article

Big Data: Getting Smarter with Customer Engagement Big Data: Getting Smarter with Customer Engagement

by Kristyn Emenecker

Picture this: You call customer service at your phone company to fix an issue with your phone. The agent answers and greets you by name ...

Article
Article
2 Article-Article jplist-topic-Big-Data jplist-topic-Kristyn-Emenecker jplist-topic-Customer-Engagement jplist-topic-Contact-Center 0 360252 360252

Big Data: Getting Smarter with Customer Engagement

Article

Picture this: You call customer service at your phone company to fix an issue with your phone. The agent answers and greets you by name before you ...

Managing Employee Journeys Managing Employee Journeys

by Kristyn Emenecker

Aside from a Formula 1 pit crew, a contact center could be the most productivity focused and measured environment you can find. Yet these ...

Article
Article
3 Article-Article jplist-topic-Kristyn-Emenecker jplist-topic-employee-journey jplist-topic-sales-pipeline jplist-topic-Contact-Center 0 360248 360248 Aside from a Formula 1 pit crew, a contact center could be the most productivity focused and measured environment you can find. Yet these measurements and KPIs are not always connected to the employee experience, making them ineffective and often contributing to high levels of agent stress, burnout and churn.

Managing Employee Journeys

Article

Aside from a Formula 1 pit crew, a contact center could be the most productivity focused and measured environment you can find. Yet these ...

Speech Analytics in the Cloud: The Power to Act,.. → Speech Analytics in the Cloud: The Power to Act,.. →

by Kristyn Emenecker

Forward-thinking contact center executives and quality assurance managers know that their organizations have room for improvement, even ...

Blog Article
Blog Article
4 Blog-Article-Blog-Article jplist-topic-cloud jplist-topic-Speech-Analytics jplist-topic-Kristyn-Emenecker 0 360247 360247 Forward-thinking contact center executives and quality assurance managers know that their organizations have room for improvement, even transformation. Intuitively, they know that they're wasting precious time and money on failed customer calls. And they know they're leaving money on the table from sales not made. But without objective, meaningful, and specific facts, what can they do? What can you do? Consider the power of speech analytics in the cloud.

Speech Analytics in the Cloud: The Power to Act, the Insights to Transform

Blog Article

Forward-thinking contact center executives and quality assurance managers know that their organizations have room for improvement, even ...

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