Resource Center

Topic: Contact Center

[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.

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.

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.

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.

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