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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...

What’s on Your Supervisor Screen? Agent KPIs to Watch

Oct 11, 2018 7:00:00 AM

In your day-to-day contact center operations, everything under the sun can be measured, reported on, and popped to your screen. When you’re bombarded by data, only the most-used KPIs deserve a spot on your agent desktop. How do you know which...

How to Motivate Your Support Team to Improve Customer Relations

Oct 10, 2018 7:00:00 AM

The phrase, “As you sow, so shall you reap,” is a lesson to be learned by anyone and everyone who wants to be happy. Especially for those who want to keep their customers delighted, this phrase should be the holy grail.

Four Awesome Tips for Evaluating Your Customer Service Performance

Oct 3, 2018 7:00:00 AM

As businesses move from brick and mortar stores to online shops, they are able to reach a much larger and global audience base, increasing their sales potential. But that also signifies a significant increase in the competition as more companies...

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