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How Education Contact Centers Are Revolutionizing Student Communications

Nov 15, 2018 7:00:00 AM

Education contact centers face a lot of challenges when it comes to communicating with students and prospective students. Their target market is constantly changing as younger students come in, demanding more innovative methods and emerging...

How to Win with Al and Bots in Your Customer Service Operation

Nov 14, 2018 7:00:00 AM

AI and bots are the latest rage. But how do you get started?

Key Takeaways:

• Consumer expectations and the gap companies are facing

• Key stats from industry analysts

• Five tips for bots and humans working as one

Tips for Midsize Companies to Win the Cloud Customer Service Game

Nov 8, 2018 7:00:00 AM

Customers want effortless, personal customer service across all channels including digital channels like in-app and social messengers, but according to IQPC and Gartner, only 5–10% of companies are providing a true omnichannel experience....

What Contact Center KPIs Are on Your Dashboard?

Nov 7, 2018 7:43:44 AM

In our last few blogs, we discussed some real-time key performance indicators (KPIs), also known as metrics, that supervisors use on a daily basis to monitor the status and productivity of their agents, teams, and services. This time, we’ll...

Boost Customer Experience by Utilizing Service KPI Insights

Nov 1, 2018 7:00:00 AM

Contact center Key Performance Indicator (KPIs) are used by SMB and enterprise companies to make better business decisions and improve the customer experience. Also called metrics, KPIs are the measurable values that show just how effective...

[Webinar] Top Tips for Midsize Businesses to Win the Cloud Customer Service Game

Oct 30, 2018 7:00:00 AM

Midsize companies today can pull ahead of enterprise brands by offering outstanding customer service that is faster, better, more nimble, and at a lower cost than what larger companies can deliver. What is their secret?

Trick or Treat! Unmask Your Underperforming CCaaS Vendor!

Oct 25, 2018 7:00:00 AM

Whether it’s the leftover Reese’s I get to snack on late at night, the kiddos in their adorable costumes, or the excuse to dress up, Halloween has always held a special place in my heart. But this is Halloween, this is Halloween, after all, so...

Omnichannel or Bust: For Customer Service, It’s a Must

Oct 24, 2018 7:00:00 AM

First, let’s be sure we know the true meaning of omnichannel and its variations (omni-channel or omni channel), shall we? A simple definition of it, no matter the spelling, is:

Leading Your Contact Center Team with Metrics

Oct 18, 2018 7:17:02 AM

Contact center Key Performance Indicator (KPIs) are used by SMB and enterprise companies to make better business decisions and improve the customer experience. Also called metrics, KPIs are the measurable values that show just how effective your...

Gartner's GetApp Call Center Category Leaders of Q4 2018

Oct 17, 2018 7:00:00 AM

The cloud contact center space continues to grow as enterprises look to replace their end-of-life premise-based contact centers. Cloud vendors continue to innovate and develop capabilities making it more beneficial to operate contact centers in...

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