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
  • How to Leverage Your Contact Center for Competitive Advantage

    Contact Center software is continuously improving, and vendors are adding more sophisticated features and capabilities to support customer experience initiatives for companies of all types and sizes. If you have a medium-sized business though, you’re in an especially advantageous position for creating competitive advantages from Contact Center tools. Our recent whitepaper showcases the competitive landscape of customer care in mid-sized companies and outlines the contact center strategies you can leverage for stand-out customer care in your medium business. more

  • Is VoIP Robust Enough For Enterprise Communications?

    Is VoIP really robust enough to power enterprise communications? Yes. In fact, VoIP features and capabilities are typically designed at the enterprise level to create meaningful collaboration opportunities and support communication needs at every scale. Our latest whitepaper explains how VoIP phone services are setting the the standard in big business communication capabilities, details case studies from leading VoIP vendors demonstrating why so many enterprises are making the move to VoIP, and also covers the top VoIP features and capabilities for enterprises. more

  • VoIP Vs. Unified Communications (UC)

    Great communication can help differentiate your business, and it’s vital that mid-sized companies invest in both excellent people and tools to help facilitate stellar communications. This whitepaper explores the key differences between VoIP and UC, points out the key benefits that mid-sized companies can achieve by upgrading to UC, and provides a handy checklist to help you choose the best communication system for your business. more