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
  • Payroll Trends and Industry Leaders in 2020

    COVID-19 has redefined the many ways in which businesses operate today. Likewise, payroll systems have also been affected, owing to shifting legislation that has produced tax cuts, credits and deferrals. This guide explores the trends that have arisen within modern payroll systems due to the pandemic, and how leading cloud payroll providers are rising up to the challenge. more

  • HR Software Roundup 2020

    HR software is especially important for remote companies to provide healthcare benefits, retirement savings, performance management, payroll options, and more. The HR software market is positioned for some changes over the next 18 to 24 months, and our new guide covers the HR software trends on the horizon and highlights the HR software vendors we’re watching for innovations and enhanced tools and business adoption through 2021. more

  • The Top Teams Driving Business Intelligence Adoption

    Real-time BI data can help lead to smarter, more expedient business decisions and improve a company from many different angles, across various departments. But which departments are driving BI adoption? Which teams are making the most of the BI tools available to them? This guide covers the cross-department benefits of using BI, explains how critical teams are playing a role in BI adoption and use, and outlines the most popular BI use cases for companies leveraging analytics across departments. more

  • Customer Experience In The Wake Of COVID-19

    As many resume their normal lives following the gradual ease of lockdowns, remote work (and remote contact centers in particular) are still here to stay. This whitepaper offers guidance on which tools and features are necessary to make a remote contact center perform optimally – both during the course of this pandemic, and well after it subsides. more