Contact Center Articles

Q&A: Remote Call Center Management

Q&A: Remote Call Center Management

Cloud-Based Contact Center

Cloud-Based Contact Center

There is no question that the cloud is changing the landscape of businesses across the board. This is just as true for the contact center. The cost benefits alone for implementing CaaS (Contact center as a service) is quite tangible. Stay competitive, switch to a cloud-based contact center.

Managing the Customer Experience in the Contact Center

Managing the Customer Experience in the Contact Center

Contact centers are essential for optimum customer service, and they are usually your first line of interaction with your clients. How your contact center agents interact with your current and existing customers leaves a lasting impact. Read this article to better understand and manage the customer experience in the contact center.

Why Customers Hate IVR Systems

Why Customers Hate IVR Systems

IVR is an integral part of contact center systems. Yet, it sometimes generates a lot of frustration as customer navigates the menus and try to find their way around. Read on to learn why customers hate IVR and what to do about it.

The 10 Best (and 10 Worst) Companies for Customer Service

The 10 Best (and 10 Worst) Companies for Customer Service

4 Paradigm Shifts for Customer Experience Management in the Contact Center

4 Paradigm Shifts for Customer Experience Management in the Contact Center

SIP Trunking International Rates

SIP Trunking International Rates

Contact Centers Need to Experiment

Contact Centers Need to Experiment

This article provides a few guidelines for setting up a social contact center within any organization.

Cloud-Based Call Centers

Cloud-Based Call Centers

Call Centers Ramp Up for 2012 Elections

Call Centers Ramp Up for 2012 Elections

A look at what changes will take place as call centers ramp up for 2012 elections, and their importance in the process.

Featured Research
  • 10 Contact Center Myths Busted

    For most forward-thinking companies, the use of contact center software is on the rise. That said, in spite of contact center software’s sudden rise in popularity, a number of myths have begun to take shape. more

  • How Workforce Optimization Reduces Agent Attrition

    The average turnover rate for contact centers is two times greater than it is across all industries. This leads many to consider high agent attrition normal, but the truth is that you can save a lot of money by working to reduce it. more

  • 7 Common Pain Points Contact Center Software Eliminates

    Owning and operating a business comes with its fair share of ups and downs. That said, the more disheartening moments almost always seem to negatively influence your company’s bottom line. Though by no means an all-inclusive culprit, much of the time, a downtrending bottom line can be accurately chalked up to poor customer service—the numbers back us up on this one. more

  • Contact Center Implementation 101

    Starting, maintaining and growing a successful business is largely dependent on great products and services. That said, there’s another important factor many eager entrepreneurs overlook…customer experience. more

  • The New 2017 Contact Center Comparison Guide

    We’ve put together a comparison guide that covers over 40 of the top call center software options, providing details on pricing, features, support, and integrations. If you want to save time and still make a great investment, this guide is a must read. more