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Seamless Scalability: A Deal Breaker for Cloud Contact Center Software

Jun 23, 2016 6:00:59 AM

Imagine a growing family in the market for a new house that can accommodate additions. It makes sense for this family to buy a large house rather than run out of room and be forced to move again or stay in a space that cannot meet its needs.

BPOs: Run Multiple CRM Solutions at the Same Time

Jun 21, 2016 6:00:55 AM

As a contact center business process outsourcing (BPO) unit, speed and flexibility are your bread and butter. Customers approach your business because they need problems solved quickly and, as such, they expect you to accommodate them in a timely...

Multichannel Contact Center Service: Keep it Simple!

Jun 15, 2016 6:00:40 AM

We get it: Your contact center is struggling right now. Your agents can barely handle phone calls during peak times. So the thought of adding additional customer service channels—like SMS, live chat and email—must seem like a crazy idea.

Market Watch: It’s Time to Mobilize Your Customer Service Strategy

Jun 14, 2016 6:00:04 AM

To say that we are in the middle of a mobile revolution is a gross understatement. According to GSMA, five years ago just one in 10 people owned a mobile subscription. Today, mobile subscriptions are owned by half of the world’s population—and an...

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.

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