September 30th, 2019
It’s no secret that companies who have not yet transferred to the cloud are already multiple steps behind. The question is, why? In this post, we’ll examine three of the most crucial reasons that your system should be in the cloud – and why it’s so important.
August 27th, 2019
Building high-functioning call center teams is critical to call center performance. So, why do so many leaders fail to understand the basic tenants of team-building?
July 30th, 2019
Call centers operations are prone to inefficiency. Never-ending lists of demands and to-dos can have that effect. But even though many call center tasks seem simple, factors like poor training, tracking and scheduling can slow down operations – leading to poor customer experiences and lost profits.
July 1st, 2019
Big Data in the call center is nothing new. In fact, it’s been around since the 1960s. So, what’s triggering the resurgence of this term? In this blog we’ll take a more in-depth look at 5 ways big data is (and has been) impacting the call center.
May 29th, 2019
The most important responsibility of a contact center is to continuously improve customer experience. But while the possibilities for improvement are endless, not all are tactical or cost-effective. In this post, we’ll discuss a few ways to keep costs down while boosting the overall customer experience.