Contact Center Blog

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Security Remains a Major Barrier to Cloud Contact Center Adoption

Jun 2, 2016 6:00:39 AM

Faith in cloud adoption is soaring among IT professionals. According to one recent study, 95 percent of IT professionals claimed they are using the cloud (a 2 percent increase from 2015). 77 percent are using private cloud services, and 71...

Gartner: Growth, Customer Service Are Top Business Priorities in 2016

Jun 1, 2016 6:00:06 AM

Good news, contact center BPOs:. The C-suite has spoken, and providing superior customer service has made the list of the top business priorities in 2016, right under growth.

The Pressure Is On for Contact Center BPOs

May 26, 2016 6:00:13 AM

If one thing holds true in the contact center outsourcing industry, it’s that repeat business is never guaranteed. A BPO can be on great terms with a client one day and on an equally shaky ground the next. It’s a cutthroat industry, and BPOs can...

Virtual Queuing: A Brilliant Contact Center Technology

May 24, 2016 6:00:00 AM

Try this experiment: Google “stopwatch.” Then, dial your business’s toll-free number and hit the blue start button. You’re about to experience exactly what your customers go through when they attempt to contact your organization.

Sweden Becomes First Country to Launch a National Cloud Contact Center

May 19, 2016 6:00:55 AM

In one of the most intriguing stories from around the global telecommunications ecosystem, Sweden recently became the first country to implement a national cloud contact center.

What Exactly Is In-App Support?

May 17, 2016 6:00:58 AM

In researching multichannel customer service, you’re bound to come across the term in-app customer support.

Is the Contact Center Obsolete?

May 12, 2016 6:00:14 AM

Right now your team is building a new business model from the ground up, cherry-picking the best ideas and steering clear of any that could be seen as tired or irrelevant.

Let’s Talk About Your Call Abandonment Problem

May 9, 2016 6:00:15 AM

Right now your contact center is faced with a problem that is costing your company a great deal of business: Agents aren’t picking up the phones fast enough. As a result, customers are hanging up and may be fleeing to competitors.

Question of the Day: Public, Private or Hybrid Cloud?

May 5, 2016 6:00:17 AM

You have been reading all about the immense power of cloud computing, and how most contact centers are now embracing this technology. At this point, you know that the cloud can reduce not only CAPEX and OPEX but also headaches associated with...

It Takes Years for Call Center BPOs to Build Trust With Clients

May 3, 2016 6:00:13 AM

Nobody ever said it was easy running a business process outsourcing (BPO) company in the contact center space. In many ways, a call center BPOs' operation is mission critical, as there is no rest and no room for error.  

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