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2017 Must Have Contact Center Features

Published April 27, 2017
If you’re running a business, your contact center is of paramount importance. In fact, 85% of companies view customer service as the greatest of their top, industry-wide differentiators.

10 Reasons Why Automated Agents Aren't the Answer

Published April 17, 2017
Automated customer service agents are a tempting option. They never need time off. You don’t have to pay them a salary. They don’t even need a physical workspace. But despite these advantages, they remain a poor substitute for live agents.

The 2017 Contact Center Comparison Guide: Q2 Edition

Published April 15, 2017
We want to make sure you have the freshest information possible, so we’ve updated that chart to reflect the state of the contact center market for Q2.

Contact Center Software for SMBs

Published April 11, 2017
If you run a small- to medium-sized business (SMB), finding ways to compete with larger, more established companies can prove troublesome—fortunately, contact center software can help.

How to Update Your Contact Center Software

Published March 15, 2017
If improving customer experience is important to you (it should be), then 2017 may be a good year to reevaluate the software you use for your contact center. With customer preferences shifting, the importance of an efficient contact center has never been higher. You cannot afford to simply focus on keeping costs low. Significant competitive advantages are available to businesses who manage this area effectively.

An Introduction to Global Contact Centers

Published March 13, 2017
If you’re like many people, you may not trust the idea of a global contact center. They’ve traditionally been associated with language barriers and poor customer service.

Don't Fall for These 10 Contact Center Features

Published March 10, 2017
No matter the industry or area of expertise, one of the best ways for businesses to distance themselves from their competitors is through building and sustaining customer loyalty.

How to Optimize First Call Resolution in the Contact Center

Published March 01, 2017
Studies have shown that a person has less than seven seconds to make a lasting first impression. As far as your business’ contact center is concerned, the same holds staggeringly true.

2017 Contact Center Software Cost Guide

Published February 24, 2017
Are you paying too much for your contact center software? Are you satisfied with its capabilities, or do you wish it did more? These are questions most businesses don’t take the time to think about, even though contact center software is one of the most important investments that you’ll make. With a little bit of planning, you can end up saving money and still end up with better functionality.

10 Contact Center Myths Busted

Published February 17, 2017
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.

How Workforce Optimization Reduces Agent Attrition

Published February 08, 2017
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.

7 Common Pain Points Contact Center Software Eliminates

Published January 26, 2017
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.

Contact Center Implementation 101

Published January 23, 2017
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.

Best Practices for Contact Center Quality Assurance

Published January 10, 2017
A contact center often brings about a prospect’s first real-time interaction with your company. As such, if it’s not a positive one, they’ll likely look elsewhere for help. With 69% of Americans more inclined to recommend a company to friends and family after a positive customer service experience, you’ll need to exceed expectations on the following fronts.

How to Make Your Contact Center More Efficient

Published January 09, 2017
There’s a very good chance that your contact center is underperforming. With consumer preferences continuously changing, strategies that were once effective now result in too many unsatisfied customers. Fixing this problem involves reviewing your current procedures and optimizing them to drive better results.

How Analytics Can Improve Your Call Center

Published December 28, 2016
Do you know that 40% of contact centers have no data analysis tools, despite analytics being voted the top factor to change the shape of the industry within the next five years? This guide will outline the importance of call center analytics, and explore the many ways that analytics can help you improve your call center on every level.

8 Signs It's Time to Update Your Call Center Software

Published December 20, 2016
Technology is always improving to meet the needs and expectations of businesses and customers alike. To make sure you’re providing the service your customers require and deserve, it’s vital to use up-to-date software solutions that fully support your customer service needs and company expansion goals.

How Contact Center Software Increases Customer Loyalty

Published December 14, 2016
Customer loyalty is essential to the long-term health of any business, whether B2B or B2C. Oftentimes, the factors that contribute to customer loyalty are intangible ones related to the quality of customer experience.

15 Tools for Managing Remote Call Center Agents

Published December 07, 2016
Together, technology and the connective power of the internet are making drastic changes in what a typical work setting looks like today, and many companies are beginning to rely more upon a remote workforce. In fact, according to Global Workplace Analytics, “regular work-at-home, among the non-self-employed population, has grown by 105% since 2005.”

2017 Contact Center Software Trends

Published December 02, 2016
Did you know that, according to Forbes, 86 percent of customers will pay more for a better customer experience? Customer satisfaction is always a worthy business pursuit, but to identify customer preferences and exceed expectations, you must keep pace with innovations in the technology your customers are using.

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