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Sarah Schwitters
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We hear a lot about the importance of customer service. You know, that aspect of business that tends to the customer’s needs, resolves their issues quickly and efficiently and does it with a smile: that’s in essence basic customer service.... Continue reading
Posted Aug 27, 2015 at Spoken Communications
Are you call center analytics telling you something you don't already know? If you Google "call center data analytics," over 11 million results will promptly appear, many of which are promoting data analytics products for sale (naturally). And it's a... Continue reading
Posted Aug 13, 2015 at Spoken Communications
For large enterprise with complex call center systems, transitioning to the cloud can seem like a nightmare A vast majority of today’s call center IT professionals are either currently transitioning their on-premise infrastructure to cloud solutions or realizing that cloud... Continue reading
Posted Jul 4, 2015 at Spoken Communications
Are you ready to increase productivity in your workplace? Every enterprise, from your local pet store to the Fortune 100, struggles with productivity on a daily basis. And in the contact center in particular, we apply a plethora of metrics... Continue reading
Posted Jun 18, 2015 at Spoken Communications
When the Oakland A’s—the professional baseball team that inspired the book Moneyball—integrated big data analytics into its team strategy, it changed the game forever. By leveraging available data, the team manager was able to assess specific players’ values and performances... Continue reading
Posted Mar 24, 2015 at Spoken Communications
With all the talk about “The Cloud” these days, it’s easy, as a business owner or manager, to feel the pressure to “jump right in with both feet” and switch all of your operations to the cloud. Continue reading
Posted Feb 18, 2015 at Spoken Communications
We recently read a report from Software Advice regarding considerations for selecting and implementing a SIP provider. What exactly is SIP, you ask? SIP is an acronym for Session Initiation Protocol, which is basically a phone line or “trunking line” that allows Voice over Internet Protocol (VoIP) users to connect local and long-distance calls within a traditional phone network. Continue reading
Posted Feb 10, 2015 at Spoken Communications
All contact centers should exist to meet one core business goal: resolve issues as quickly as possible while providing a level of customer service that can’t be found elsewhere. It’s easy to say that is the mission of your contact center, but do you walk the talk? Continue reading
Posted Jan 23, 2015 at Spoken Communications
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Jan 16, 2015