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
  • Can Gamification Improve Contact Center Performance

    We have all heard the phrase "all work and no play". Well, would you believe us if we were to tell you that by implementing gamification you can INCREASE contact center engagement, morale, and overall performance? Spoiler alert: 89% of contact center employees believe that a point system within their contact center would boost their engagement! more

  • 10 Steps for Creating an Accurate Call Center Forecast

    While other customer service channels are gaining traction, phone support is still one of the most HEAVILY used customer service communication methods. Now what does this mean for YOUR business? We answer that question and more in our latest paper which discusses the importance of knowing call volumes, peak call times, and industry trends so YOU can accurately staff your call center to handle all your clients demands. more

  • Are You Getting an A for Effort?

    It isn't too much of a stretch to think that when customers contact your business, they are looking to solve their problem with minimal fuss. With the wide variety of options now at the customer's fingertips it is ESSENTIAL that we not only act personably when they contact our businesses, but also solve their problems quickly, efficiently, and with minimal effort required on their end. This white paper dives into how you can ensure that your business is able to measure and manage customer effort so that you can build brand loyalty and increase profits. more

  • [Infographic] 8 Signs Its Time to Update Your Call Center Software

    Most people don't realize they need to change until it's too late. Let us help you avoid having your business fall into that trap. While there are upfront costs that are associated with updating your call center software, the payoff in customer satisfaction and loyalty will more than alleviate those concerns. more

  • The Benefits of Multilingual Support in the Contact Center

    As of 2017, there’s not a contact center on the planet that doesn’t stand to benefit from offering multilingual support. Furthermore, the benefits are more plentiful than you might’ve thought … Clearly, scaling and engagement opportunities are strengthened, but have you considered your company’s perception, customer loyalty and savings? more