Resource Center

Topic: Contact Center

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.

How to Scale a Contact Center in 2017

Published June 19, 2017
Are you on the fence about scaling your contact center and not sure how or whether or not now is the time? Studies have shown that 93% of executives expect that contact volume will remain constant or increase within the next two years. This means that now more than ever is the time to begin scaling and we are here to help.

eBook: Engage With Customers in an Ultra-Connected Era

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.

eBook: Keeping Pace With The Modern Customer

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: Omnichannel Is No Longer Optional

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.

Frost & Sullivan: Are You Delivering Exceptional Customer Experience?

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.

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!

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?

Solving the Noise Problem in the Contact Center

Published May 30, 2017
44% of U.S. consumers will switch brands following an unsatisfactory customer service experience. So when dealing with a fickle consumer base, wouldn’t you want to reduce the risk of them experiencing something unpleasant? What if the answer lay in the setup of your call center? While we may focus on what our agents are saying if they can’t be heard due to excessive noise levels within the contact center what good does that do?

Can Gamification Improve Contact Center Performance

Published May 18, 2017
We have all heard the phrase "all work and no play". Well, would you believe us if we were to tell you that by implementing gamification you can INCREASE contact center engagement, morale, and overall performance? Spoiler alert: 89% of contact center employees believe that a point system within their contact center would boost their engagement!

10 Steps for Creating an Accurate Call Center Forecast

Published May 16, 2017
While other customer service channels are gaining traction, phone support is still one of the most HEAVILY used customer service communication methods. Now what does this mean for YOUR business? We answer that question and more in our latest paper which discusses the importance of knowing call volumes, peak call times, and industry trends so YOU can accurately staff your call center to handle all your clients demands.

Are You Getting an A for Effort?

Published May 15, 2017
It isn't too much of a stretch to think that when customers contact your business, they are looking to solve their problem with minimal fuss. With the wide variety of options now at the customer's fingertips it is ESSENTIAL that we not only act personably when they contact our businesses, but also solve their problems quickly, efficiently, and with minimal effort required on their end. This white paper dives into how you can ensure that your business is able to measure and manage customer effort so that you can build brand loyalty and increase profits.

[Infographic] 8 Signs Its Time to Update Your Call Center Software

Published May 11, 2017
Most people don't realize they need to change until it's too late. Let us help you avoid having your business fall into that trap. While there are upfront costs that are associated with updating your call center software, the payoff in customer satisfaction and loyalty will more than alleviate those concerns.

The Benefits of Multilingual Support in the Contact Center

Published May 09, 2017
As of 2017, there’s not a contact center on the planet that doesn’t stand to benefit from offering multilingual support. Furthermore, the benefits are more plentiful than you might’ve thought … Clearly, scaling and engagement opportunities are strengthened, but have you considered your company’s perception, customer loyalty and savings?

[Infographic] 10 Contact Center Myths Busted

Published May 01, 2017
Contact centers are NOT call centers and we have put together an infographic that debunks 10 common myths about them! Read more about how you can reduce customer effort and increase customer satisfaction with a contact center.

10 Reasons Why Automated Agents Aren't the Answer

Published April 17, 2017
Automated customer service agents are a tempting option. They never need time off. You don’t have to pay them a salary. They don’t even need a physical workspace. But despite these advantages, they remain a poor substitute for live agents.

The 2017 Contact Center Comparison Guide: Q3 Edition

Published April 15, 2017
We want to make sure you have the freshest information possible, so we’ve updated that chart to reflect the state of the contact center market for Q3.

Contact Center Software for SMBs

Published April 11, 2017
If you run a small- to medium-sized business (SMB), finding ways to compete with larger, more established companies can prove troublesome—fortunately, contact center software can help.

How to Update Your Contact Center Software

Published March 15, 2017
If improving customer experience is important to you (it should be), then 2017 may be a good year to reevaluate the software you use for your contact center. With customer preferences shifting, the importance of an efficient contact center has never been higher. You cannot afford to simply focus on keeping costs low. Significant competitive advantages are available to businesses who manage this area effectively.

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