Our Newest Posts
How Contact Centers Improve Customer Experience
Above all else, the customer experience is king. You certainly need a great product or service. Still, customers will make decisions based on experiences if all other things are equal. As a […]
February 10, 2022
5 mins to read
Why Your Business Needs Live Chat Support
How customers contact businesses for support is changing. Many want easier ways to interact when they have questions or need help. Live chat support in contact centers is becoming a leading […]
January 26, 2022
5 mins to read
The Pros and Cons of Using a Cloud-Based Contact Center Solution
Delivering a positive customer experience is a priority for every company. That means you need the right people, processes, and technology. At the center of helping you run such an operation […]
January 10, 2022
5 mins to read
Contact Center Software for Small Business
Contact center software for small business can be a great investment. When SMBs deploy CCaaS (Contact Center Software as a Service), they reap many benefits. It can drive productivity, […]
October 27, 2021
5 mins to read
Are You Developing Contact Center Leaders?
Customer success is only possible when you have a motivated, engaged team to serve customers. Without this, you’ll find there’s dissatisfaction internally and externally. How do you […]
October 18, 2021
6 mins to read
Measuring and Understanding First Call Resolution Stats
Metrics play an important role in contact center operations. You can learn from this data to improve productivity and service levels. One of the most important metrics is the set of first […]
October 6, 2021
6 mins to read
What CMOs Can Learn About Customer Experience from Contact Center Software
In our customer-centric world, customer experience (CX) reigns supreme. Better CX is linked to higher revenue, increased loyalty, and an overall boost to business performance. The problem […]
October 4, 2021
5 mins to read
UCaaS or CCaaS – What’s the Difference?
There are a lot of cloud communications tools on the market that can help your business increase productivity while boosting resilience at the same time. Two of the big ones are UCaaS and […]
September 13, 2021
5 mins to read
What Are Call Queues and How Do They Work?
Nobody likes to wait, whether they’re in a physical line or a virtual one. It can quickly frustrate and anger customers. Thus, streamlining the contact process by leveraging […]
September 1, 2021
5 mins to read
9 Onboarding Tips for Contact Center Agents
A strong onboarding program is essential for any business. It sets up employees for success and can support retention. This is especially true for contact center agents. Whether onboarding […]
July 6, 2021
5 mins to read
Cultivating Loyalty: Contact Center Software
How important is customer loyalty to your business? It’s likely a priority for your company, but it’s not always easy to gain. It can be hard to scale across an enterprise, and consistency in interacting with and supporting customers can be tricky. At the heart of customer loyalty is having contact center agents that have the tools they need to serve customers aptly. One of the essential ones is contact center software.
February 24, 2021
5 mins to read
Is Your Contact Center Properly Staffed?
Peak volume doesn’t have to be elusive for contact center supervisors. By understanding when it happens, you can ensure that you always have appropriate staffing. To best determine when peak volume is for your contact center, you’ll want to pay attention to specific metrics. Learning from your data will help you staff efficiently and improve customer experiences.
February 22, 2021
4 mins to read