Resource Center

The Role of Self-Service in Modern Contact Centers

Published September 21, 2017
By 2020, 85% of customers' relationships with companies will be managed without any contact with human services representatives. What does that mean for your business? The data shows that companies need to offer effective self-service options in order to remain competitive. However, many contact centers are confused about how their core contact center software fits into self-service.

Tips and Tools for a Positive Contact Center Environment

Published September 15, 2017
When it comes to stressful environments within the business world, it is no secret that the contact center frequently makes the list of one of the most stressful. This elevated level of stress leads to high agent attrition rates, and thus subsequently additional costs on your business to find, hire and train new employees.

10 Tips for Scaling Your Contact Center Solution

Published September 07, 2017
You might think that scaling your contact center involves just hiring more agents. While that might be the super simple solution, it isn't necessarily the correct one. As with any other aspect of your business, it is imperative to take the time to figure out what exactly your contact center will need in order to perform at its best.

The 12 Vital Skills of Successful Contact Center Agents

Published September 01, 2017
It's no secret that contact center agents have one of the most demanding jobs around. On a daily basis they are interacting with angry and stressed-out customers and working with them to explain technical details while fulfilling administrative duties. When looking to implement or update a contact center, there are certain practices to avoid and certain practices to make sure to implement if you want your business to find success.

Cloud Contact Center

Published August 28, 2017
Chances are you've thought of investing in a cloud-based contact center, and rest assured you aren't alone. The cloud-based contact center market is predicted to grow at an annual rate of 23.6% from $5.43 billion in 2016 to $15.67 billion by 2021. There are significant advantages to utilizing a cloud-based contact center and these range from cost benefits, functionality, and strategic value.

Contact Center Implementation Best Practices

Published August 18, 2017
Are you looking to add a contact center for your business but not quite sure of how to go about implementing one? You aren't alone, in fact, getting a modern contact center up and running efficiently and effectively is much more difficult than it was even five to ten years ago.

15 Ways to Optimize Your Contact Center

Published August 11, 2017
We live in a time where customer experience is seen as an important competitive differentiator. Given this, wouldn't you like to make sure that your contact center is fully optimized to meet your business needs? Deciding to upgrade and optimize your contact center is a big step, and one that shouldn't be done without due diligence and plenty of research.

Benchmarking Your Contact Center

Published August 07, 2017
Are you aware of how your contact center stacks up in comparison to your competitors? In an era where customer service is viewed as a key competitive differentiator, it is absolutely essential for you to utilize benchmarking in order to ensure that your contact center is helping and not hindering your bottom line.

Contact Centers vs. Call Center

Published July 31, 2017
Believe it or not, contact centers and call centers are not the same thing. Both of them serve the same purpose in ensuring that your business provides the best possible customer service, however, there are distinct differences between the two.

The Social Side of Service

Published July 26, 2017
Did you know that 83% of Twitter users who tweeted a complaint said they loved receiving a response from the brand? In order to provide the best possible service to your customers, you MUST provide service on the channels that they are utilizing. Social customer service might seem scary and undefined, but can be much more effective and less expensive than traditional channels.

Top 10 Contact Center Tools for an Unforgettable Customer Experience

Published July 17, 2017
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?"

Making the Most of Contact Center Reporting Tools

Published July 11, 2017
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.

5 Pitfalls That Prevent Contact Center Success

Published July 06, 2017
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.

Checklist for Setting Up an In-House Contact Center

Published June 26, 2017
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.

Best States for U.S. Based Contact Centers

Published June 05, 2017
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!

eBook: Keeping Pace With The Modern Customer

Sponsored by: Genesys

Published June 05, 2017
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.

eBook: Engage With Customers in an Ultra-Connected Era

Sponsored by: Genesys

Published June 05, 2017
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.

Frost & Sullivan: Are You Delivering Exceptional Customer Experience?

Sponsored by: Genesys

Published June 05, 2017
Small and mid-sized businesses are in a unique position and have an advantage in customer experience compared with their larger competitors. Read this report from Frost & Sullivan to learn how to leverage this advantage.

eBook: Omnichannel Is No Longer Optional

Sponsored by: Genesys

Published June 05, 2017
The 2017 Aberdeen Report on Contact Center and Customer Experience Trends states that companies with an omnichannel program see 25% greater annual revenue growth and 55% greater decrease in customer complaints. Whether through phone, email, social media, or other web interactions, it is vital for successful companies to provide consistent and effective cross-channel customer service.

Better Customer Service Through Call Quality Optimization

Published June 02, 2017
The shift is already taking place, and by 2020 the modern consumer will value the customer experience over price and product as the key brand differentiator. As this takes place, what changes can we make to improve the relationships that we develop with our customers to ensure that we build a loyal brand following and attract and retain new customers?