Resource Center

Topic: Contact Center

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.

An Introduction to Global Contact Centers

Published March 13, 2017
If you’re like many people, you may not trust the idea of a global contact center. They’ve traditionally been associated with language barriers and poor customer service.

Don't Fall for These 10 Contact Center Features

Published March 10, 2017
No matter the industry or area of expertise, one of the best ways for businesses to distance themselves from their competitors is through building and sustaining customer loyalty.

How to Optimize First Call Resolution in the Contact Center

Published March 01, 2017
Studies have shown that a person has less than seven seconds to make a lasting first impression. As far as your business’ contact center is concerned, the same holds staggeringly true.

10 Contact Center Myths Busted

Published February 17, 2017
For most forward-thinking companies, the use of contact center software is on the rise. That said, in spite of contact center software’s sudden rise in popularity, a number of myths have begun to take shape.

How Workforce Optimization Reduces Agent Attrition

Published February 08, 2017
The average turnover rate for contact centers is two times greater than it is across all industries. This leads many to consider high agent attrition normal, but the truth is that you can save a lot of money by working to reduce it.

7 Common Pain Points Contact Center Software Eliminates

Published January 26, 2017
Owning and operating a business comes with its fair share of ups and downs. That said, the more disheartening moments almost always seem to negatively influence your company’s bottom line. Though by no means an all-inclusive culprit, much of the time, a downtrending bottom line can be accurately chalked up to poor customer service—the numbers back us up on this one.

Contact Center Implementation 101

Published January 23, 2017
Starting, maintaining and growing a successful business is largely dependent on great products and services. That said, there’s another important factor many eager entrepreneurs overlook…customer experience.

Best Practices for Contact Center Quality Assurance

Published January 10, 2017
A contact center often brings about a prospect’s first real-time interaction with your company. As such, if it’s not a positive one, they’ll likely look elsewhere for help. With 69% of Americans more inclined to recommend a company to friends and family after a positive customer service experience, you’ll need to exceed expectations on the following fronts.

How to Make Your Contact Center More Efficient

Published January 09, 2017
There’s a very good chance that your contact center is underperforming. With consumer preferences continuously changing, strategies that were once effective now result in too many unsatisfied customers. Fixing this problem involves reviewing your current procedures and optimizing them to drive better results.

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