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
  • 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

  • Best States for U.S. Based Contact Centers

    Are you planning on building out a contact center? One of the first questions that must be answered is just where you want to have it located and this is no easy decision. Luckily for you, we've gone ahead and created a must-have download Best States for U.S. Based Contact Centers to help guide you in this decision-making process. Don't finalize your plans without it! more

  • eBook: Keeping Pace With The Modern Customer

    Your customers’ expectations are higher than ever. The millennial generation demands ease, speed and consistency, no matter how they choose to connect with companies. Instead of facing the problem head-on, companies have tried to adapt their aging software by simply bolting on new channels (and software) as needed. As with any “Frankenstein” approach, the resulting contact center becomes a slow-moving monster, full of disjointed parts. It’s time to dismantle the monster—tool by tool, process by process—to find out exactly what is holding the contact center back. more

  • eBook: Engage With Customers in an Ultra-Connected Era

    Your customers are ultra-connected. Make sure you are as well. Finding new customers and maintaining relationships with those you already have takes time and effort. When your customers are ready to engage, are you meeting them where they are? As the world becomes more digital it’s vital for all businesses to be able to communicate with customers whenever and wherever the customer wants - be that via phone call, SMS, online chat, or social media. more