Contact Center Blog

Over the last few weeks, we’ve been advocating that you use the following customer service platforms as a part of a “multichannel customer service” strategy in your contact center:

Landing a client as a business process outsourcing (BPO) provider in today’s competitive environment is difficult. Keeping that client is even harder—especially in the contact center arena, where performance results are highly-measurable and a...

Do you think the call center industry is dead? Replaced by the contact center? It’s not just a matter of semantics.

You would never buy a new computer for the sake of just one feature, like Skype. It goes without saying that, by ignoring the wealth of other time-saving and productivity-enhancing features the computer has to offer, to do so would be a tremendous...

Put yourself in your customer’s shoes, and imagine you are browsing your company’s website in search of a live chat option—but it’s nowhere to be found. Chances are likely you’ll ask, “Why aren’t they offering this basic customer service feature? I...

Last week we began the discussion on how to successfully start a contact center startup. We have three more tips for you this week that should be at the forefront when planning out which technology vendor to partner with.

Your business can no longer keep up with the onslaught of customer demands it is facing on a daily basis. Phones are ringing off the hook. Social media messages are coming at your team left and right. Forget about growing your business; right now...

Enterprise Connect was such a success this year! Attendance was up, speakers were fantastic, and what a great location! The show was in Orlando, Florida at the Gaylord Palms, March 7-10. On the cloud contact center session track, most buzz was...

Your agents are regularly engaging with customers over two or more channels, like voice, email and perhaps live chat or SMS. This is great—it means your department is using a multichannel customer service strategy to ensure that its contact center...

Mary is one of your customers and she uses a variety of social messenger applications like WeChat, LINE and Google Hangouts to interact with her friends and family.