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Topic: Contact Center

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.

How Analytics Can Improve Your Call Center

Published December 28, 2016
Do you know that 40% of contact centers have no data analysis tools, despite analytics being voted the top factor to change the shape of the industry within the next five years? This guide will outline the importance of call center analytics, and explore the many ways that analytics can help you improve your call center on every level.

8 Signs It's Time to Update Your Call Center Software

Published December 20, 2016
Technology is always improving to meet the needs and expectations of businesses and customers alike. To make sure you’re providing the service your customers require and deserve, it’s vital to use up-to-date software solutions that fully support your customer service needs and company expansion goals.

How Contact Center Software Increases Customer Loyalty

Published December 14, 2016
Customer loyalty is essential to the long-term health of any business, whether B2B or B2C. Oftentimes, the factors that contribute to customer loyalty are intangible ones related to the quality of customer experience.

15 Tools for Managing Remote Call Center Agents

Published December 07, 2016
Together, technology and the connective power of the internet are making drastic changes in what a typical work setting looks like today, and many companies are beginning to rely more upon a remote workforce. In fact, according to Global Workplace Analytics, “regular work-at-home, among the non-self-employed population, has grown by 105% since 2005.”

How to Select Contact Center Software in 9 Steps

Published November 30, 2016
Your choice of contact center software will affect the future success of your business. Don’t leave this important decision to chance. This guide provides nine actionable steps for the selection process.

Hidden Costs of Contact Center Software

Published November 23, 2016
Creating a great customer experience for each person who reaches out to your customer support center is vital to developing a loyal and ravenous customer base for your business. In fact, according to Walker Information, Inc., “By 2020, customer experience will overtake price and as the key brand differentiator.”

The Contact Center Conquers the Cloud

Published October 25, 2016
Contact Centers have come a long way over the past few decades. Learn how this important asset has evolved into the cutting-edge offerings of today.

Contact Center Software on a Budget

Published October 21, 2016
Although contact center software is necessary for a modern contact center, it can be outrageously expensive. Many companies find that their budget bloats during the implementation process.

The New 2016 Contact Center and Call Center Comparison Guide

Published September 15, 2016
Your contact center and call center represent your business. With the right software, you can make a positive impact on your customers and clients. Are your customer service teams and sales teams setup for success with the latest tools? Find out with our guide.

Implementing Web Chat in Your Contact Center

Published August 22, 2016
Although contact centers used to be synonymous with call centers, those days are now behind us. More and more companies are now providing customers with the option to contact customer service representatives through web chat. This is a win-win. Customers receive service that better meets their needs, and companies reap the benefits of satisfied customers.

Remote Contact Center 101

Published August 01, 2016
Today, it is more than possible to operate a remote contact center that provides top-notch customer service. The benefits of a remote contact center are numerous. As compared to an on-premises call center, remote contact centers are less expensive to operate.

9 Must-Have Contact Center Features

Published June 10, 2016
In today’s highly communicative world, one unhappy customer can have a devastating effect on a company’s reputation. Fortunately, technological innovations address many of the standard customer service challenges.

Contact Center Solutions for the Enterprise

Published March 23, 2016
For businesses researching for a new contact center application, this comparison chart is a great place to start!

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