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Contact Center Data-insightful Information

Apr 15, 2016 David Carrizales Contact Center Data-insightful Information

Contact centers measure and monitor everything that happens with its employees, customers, and technology. The result is a compilation of data that is analyzed and…

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Challenges for Call Center Workforce Management

Apr 08, 2016 Veronica Chimney Challenges for Call Center Workforce Management

A call center boasts a large number of employees given the nature of its operations, 24 hours, 7 days a week. Customers need actual assistance…

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Customer Experience the New KPI’s for Contact Center

Apr 01, 2016 Kaylene Eckels Customer Experience the New KPI’s for Contact Center

Contact center KPI’s are a widely discussed topic. Reason being, if you cannot measure it, you cannot manage it. The Key Performance Indicators help you…

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Six Steps to Articulate Contact Center Strategies

Feb 26, 2016 Amit Kachhawa Six Steps to Articulate Contact Center Strategies

Every company has a strategy. The online business dictionary defines strategy as a method/plan chosen to bring about the desired future, such as achievement of…

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4 Tips for Enhancing Contact Center Etiquette

Feb 11, 2016 David Carrizales 4 Tips for Enhancing Contact Center Etiquette

Call/Chat etiquette is one of the most important aspects that can make or break your contact center. When your agents, who are the face of…

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Social Media Customer Care

Oct 07, 2015 Jim Iyoob Social Media Customer Care

Is your call center prepared for customer service through social media? REGARDLESS OF YOUR PERSONAL FEELINGS ON SOCIAL MEDIA, IT IS NO LONGER AN OPTION…

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Multi-Channel Contact Centers Help Deliver Exceptional Customer Experience

Apr 06, 2012 Matt Rocco Multi-Channel Contact Centers Help Deliver Exceptional Customer Experience

Contact centers are constantly focused on narrowing down on a right mix of channels to provide a unified communication platform for great customer experience. They…

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