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
  • Top 10 Contact Center Tools for an Unforgettable Customer Experience

    It should come as no surprise that consumers have only increasingly become less and less brand loyal in the modern age. In fact, 89% of them have switched brands within the last year due to a poor customer experience. One of the major steps to preventing this customer churn is to invest and invest heavily into improving your customers' experience. Now the major question to ask yourself is, "of all the contact center tools available, what are the ones that I should be utilizing for my business?" more

  • Making the Most of Contact Center Reporting Tools

    Modern contact centers generate and have access to massive amounts of data. Used correctly, this information can help you build out, improve, and/or successfully launch a contact center for your business. While having access to tons of data is great, it is essential that you know what data is important to you and how you can harness it to achieve maximum success. more

  • 5 Pitfalls That Prevent Contact Center Success

    89% of customers have switched brands within the last year because of dissatisfaction with customer service. In fact, due to poor customer service, U.S. businesses lose $41 billion each year. Running a successful contact center is hard work. Whether you are starting one up for the first time or implementing a new system for your already-in-place contact center, there are pitfalls that can prevent success and be fatal to your business. more

  • Checklist for Setting Up an In-House Contact Center

    As customer service continues to become the most important competitor differentiator, can you honestly state that your business ranks among the best in your industry? 93% of organizations expect that contact volume will either remain constant or increase over the next two years. It is absolutely essential that you have a contact center that has been set up for success. more

  • How to Scale a Contact Center in 2017

    Are you on the fence about scaling your contact center and not sure how or whether or not now is the time? Studies have shown that 93% of executives expect that contact volume will remain constant or increase within the next two years. This means that now more than ever is the time to begin scaling and we are here to help. more