Measure Like Galileo: 5 Steps to Effective Contact Center Metrics

The scientist Galileo is credited with saying, “Measure what is measurable, and make measurable what is not so.”

Many contact centers are great at this, or at least the first part of this. They love to measure, measure, measure. And yes, metrics have been created for pretty much everything, from average handle time to transfer rate to cost per call to abandon rate.

But how do you know if you’re wasting time measuring the wrong thing? Or if you’re missing something you hadn’t thought to quantify? To paraphrase Galileo, are you able to measure what is not currently being measured?

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Call Me Maybe: A Millennial Perspective on the Decline of Voicemail

The New York Times recently reported that millennials are using voicemail less (in other news, water is wet). What’s really interesting about the article is that it pins the decline of voicemail squarely on Gen Y: “Teenagers are texting more…and calling far less on their cellphones than they used to. Those who make daily landline calls to friends have become nearly extinct: 14 percent as compared with 30 percent in 2009.”

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5 Benefits of Business Texting

When you think about texting, what’s the first thing that comes to your mind? Lols and emoticons?

How about closing a business deal?

Over two-thirds of business professionals are using text messaging for business-related communications. In addition, nearly 75% of business workers text colleagues while over half text external contacts like customers and prospects. With the use of texting rising inside and outside the workplace, business professionals need to start thinking about how texting can help their company.

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Desk Phones Make Way for Mobile

What’s the top communication device in the workplace? Laptop? Tablet? Desk phone?

Actually, it’s none of the above. It’s the smartphone, and it has officially dethroned the desk phone. Smartphones rank #1 in communications, while desk phones come in at #5, only ahead of the feature phone (a.k.a. any mobile phone that’s not a smartphone).

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This Just In! OneReach and Twilio collaborate on SMS

Have you heard? OneReach is back in the news with Twilio after they used our visual design tool to create a toll-free SMS system. Businesses can now contact customers using SMS with existing or new Twilio toll-free numbers. Customers have the option to text or call numbers and can also switch between the two, something we’re all about here at OneReach.

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