Blog

Artificial Intelligence Benefits in Call Centers Worldwide

May 10, 2018 Jim Iyoob Artificial Intelligence Benefits in Call Centers Worldwide

Many of today’s adults remember a time when artificial intelligence was something mentioned only in relation to science fiction. Such mentions frequently involved futuristic self-driving…

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Protect Your Contact Center Team from a Space Shuttle Columbia Like Disaster

Mar 16, 2018 Kaylene Eckels Protect Your Contact Center Team from a Space Shuttle Columbia Like Disaster

In 2003, the space shuttle, Columbia, disintegrated over East Texas and Louisiana, when it attempted to reenter the Earth’s atmosphere. Sadly, all seven astronauts aboard…

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3 Ways to Enhance Customer Experience in the Call Center

Feb 20, 2018 Jim Iyoob 3 Ways to Enhance Customer Experience in the Call Center

Call centers have come along way from the institutions that emerged in the 1960s to efficiently handle high volumes of customer calls. Today’s call centers…

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How to BRAND Your Company through the Hiring Process

Jan 19, 2018 Veronica Chimney How to BRAND Your Company through the Hiring Process

At all times, your employees determine the rate at which you company grows because they make your customers either happy or unhappy. When you have…

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Training That Will Make You Stop, Drop and Roll

Dec 22, 2017 Matthew Cole Training That Will Make You Stop, Drop and Roll

In our world, we are often asked to minimize the time it takes for the transfer of knowledge to take place while still maximizing the…

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Technology And Its Impact On Consumer Behavior

Dec 19, 2017 Jim Iyoob Technology And Its Impact On Consumer Behavior

Often a company leadership faces unending challenges especially when it comes to the rapid technological changes. Since the emergence of information technology, company communication with…

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Is FCR a contact center metric anymore?

Dec 15, 2017 Amit Kachhawa Is FCR a contact center metric anymore?

First Call Resolution metric measures the number of calls completed within a single contact between an agent and customer. This is an important performance metric…

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5 Colossal Reasons to Focus on Social Customer Service

Dec 13, 2017 Matt Rocco 5 Colossal Reasons to Focus on Social Customer Service

The enormous snowball effect of social media has fundamentally transformed the buying cycle. Businesses need to be equipped to answer and discover the best methods…

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The Social Enabled Call Center: How to Create a Social Media Call Center (Part 2)

Dec 11, 2017 Jim Iyoob The Social Enabled Call Center: How to Create a Social Media Call Center (Part 2)

In my last blog post, we defined what a Social Enabled Call Center is, a call center using social media platforms to effectively interact with…

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Internal Threats – The Weakest Link

Dec 08, 2017 Ronnie Mize Internal Threats – The Weakest Link

While many businesses are concerned about the threat external hackers pose to their online systems, it is crucial to note that a clear majority of…

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