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eBook: The Truth About Cloud in Small Contact Centers

Published January 08, 2018
What if the cloud could radically improve your customer’s experience, your operations, and your bottom line? There’s a reason why many organizations are taking advantage of the benefits of cloud for contact centers.

Executive Brief: Ten Reasons To Choose PureCloud by Genesys

Published January 08, 2018
Whether you want to replace a legacy contact center solution or you’re transforming your customer experience strategy, PureCloud by Genesys delivers fast results and helps you deliver next-generation customer experiences.

11 Contact Center Myths Busted

Published January 04, 2018
Contact centers and call centers are the same thing, right? The software you have for your call center will work fine when you upgrade to handle more communication channels, won’t it? The answer to both of these questions is no! Despite the fact that contact centers are becoming an increasingly vital part of doing business in the 21st century, most business owners and managers don’t really understand them.

Is Your Contact Center Holiday-Ready?

Published December 28, 2017
The holiday season can put a large stress on a business, especially when increased sales and general interest lead to mountains of support requests. A little bit of preparation can go a long way in making sure your business manages this increased workload without issues, and the result will be happier customers and your best service season yet.

9 Spooky Signs You Need a Contact Center Upgrade

Published November 09, 2017
When was the last time you evaluated the performance of your current contact center and the software you are using? The results may be frightening! If it’s been awhile since you invested in contact center software, there is a good chance that your needs have changed or that there are better options available now. Fortunately, it’s relatively easy to determine if you need an upgrade or not.

Eight Ways You Should Be Using Contact Center Reporting

Published October 16, 2017
Every day, your contact center collects critical data that can be used to drive strategic improvements to your efforts in the future. But that data is meaningless if you don’t know how to access and analyze it. The key to do doing both is using reporting features. By understanding how to use reporting tools, you will gain much greater insight from the data you are collecting.

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.

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