Contact Center Blog

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5 ways to get more out of your call center

Aug 16, 2016 6:00:18 AM

Whether you are an SMB or a global enterprise, here’s some advice that should help you strategically and tactically to get the most out of your call center. Follow these tips and you’ll have a leg up on the competition and be well on the way to a...

What’s Actually Happening on Your Call Center Phone Calls?

Aug 11, 2016 6:00:24 AM

Imagine a loyal premium-account customer calls your business and is treated rudely by a contact center agent. Perhaps the agent loses his or her temper, or uses a tone of voice that doesn’t resonate well with the customer. This type of negative...

Robocalling Will Not Win You an Election

Aug 4, 2016 6:00:03 AM

The phone remains one of the most powerful tools for politicians to connect with constituents during political campaigns. Here’s the catch, though: done incorrectly, phone calls can actually have a detrimental effect on a campaign.

PCI DSS Compliance: A Promise to Your Customers

Aug 2, 2016 6:00:09 AM

A payment card transaction is like a bond of trust that exists between a customer and a business. By supplying an organization with sensitive payment data, the customer expects that the organization will do everything in its power to handle the...

Don’t Tank Customer Service to Save Money—There’s a Better Way

Jul 19, 2016 6:00:07 AM

A troubling trend is emerging in the customer service industry, and we’re calling out every business guilty of contributing to its proliferation.  

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.

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.

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.

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.

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