Articles

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.

Social CRM: Is It Really a Must?

Social CRM: Is It Really a Must?

As you probably already know, the use of social media is critical to any business marketing and customer relationship strategy. Gone are the days when you could ignore Twitter, LinkedIn and Facebook, hoping they were just passing fads. If you aren't active on any of these sites, you could lose millions or more in potential revenue for your organization. So, when it comes to CRM, everyone is talking about and adapting to using social CRM. But, what is it? Read on to learn more.

How to Manage Your Mobile Workforce

How to Manage Your Mobile Workforce

In today's always-on, uber-connected society, businesses can't afford to close. And, why would you? With the advent of technology, you can hire a team of mobile-remote personnel who can work around the clock for you, whether it be customer service, sales or IT. However, there can be some issues around management. Since the staff is not in-house, how do you monitor their performance without having to micro-manage? The good news is there are multiple options and tools for you to use.

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 Interviewing Cheat Sheet: 100 Resources for Interviewers and Candidates

The Interviewing Cheat Sheet: 100 Resources for Interviewers and Candidates

The 10 Best (and 10 Worst) Companies for Customer Service

The 10 Best (and 10 Worst) Companies for Customer Service

The Manager's Cheat Sheet: 101 Common-Sense Rules for Leaders

The Manager's Cheat Sheet: 101 Common-Sense Rules for Leaders

Who Needs Cloud Computing?

Who Needs Cloud Computing?

Cloud computing is a versatile, flexible solution for the modern world, offering more options and capabilities every day for a diverse range of clients -- from entrepeneuers to big businesses. Are you in the cloud?

10 Essential Accounting Software Features

10 Essential Accounting Software Features

Security: IDS vs. IPS Explained

Security: IDS vs. IPS Explained

Featured Research
  • Intelligence Business Technology Showdown

    Data analytics is at the forefront of business trends, and more companies are leveraging modern technology solutions to unlock data potential. There are two main business software technologies making this possible-Business Intelligence (BI) and Artificial Intelligence (AI). This whitepaper details the differences between AI and BI, and explains the important places where these two technologies combine to benefit your business in powerful ways. more

  • How AI is Impacting Every Aspect of Business

    Artificial Intelligence (AI) technology is decades old, but it's currently making a big move into the business software mainstream (and quickly). This new whitepaper provides a brief history of AI, highlights some of the key ways that AI is reshaping modern business practices and initiatives, and explores the intersection of human and machine in business today. more

  • Enterprise Security Software Roundup 2019

    According to Juniper Research, cybercrime is estimated to cost businesses $2 Trillion in 2019. Your business needs strong security measures in place. The most robust security software available on the market is Enterprise Security, which is a full-spectrum suite of tools that are designed to cover all the important security needs of a company, in one system. Check out our recent whitepaper to learn more about protecting your business against cybercrime and see who's leading the Enterprise Security industry. more

  • The Value of VoIP Communication Quality

    The quality of your business communications directly impacts your business success, and many of the features in VoIP systems are designed to not just support, but improve your communications. This whitepaper discusses the tactics and key VoIP tools you can use to boost the quality of your business communications and increase the value of the collaborations within your company. more

  • 2019 Time & Attendance Software Roundup

    Clocking in and out is simple enough, but does it improve productivity amongst your employees and the organization as a whole? Our Time & Attendance Software roundup discusses some of the benefits that the latest solutions provide, along with some of our tried and tested recommendations. more