Contact Center

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View post: Is Contact Center Software a Good Option for Small Businesses?

Is Contact Center Software a Good Option for Small Businesses?

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

View post: Are You Developing Contact Center Leaders?

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

View post: Measuring and Understanding First Call Resolution Stats

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

View post: What CMOs Can Learn About Customer Experience from Contact Center Software

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

View post: UCaaS or CCaaS – What’s the Difference?

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

View post: What Are Call Queues and How Do They Work?

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

View post: 9 Onboarding Tips for Contact Center Agents

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

View post: Cultivating Customer Loyalty with Contact Center Software

Cultivating Customer Loyalty with 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

View post: Is Your Contact Center Properly Staffed? Learn What Metrics Can Help You Understand Peak Volume

Is Your Contact Center Properly Staffed? Learn What Metrics Can Help You Understand Peak Volume

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

View post: Cloud-Based Contact Center Software Enables Canada’s Largest Independent Mortgage Company to Better Serve Customers

Cloud-Based Contact Center Software Enables Canada’s Largest Independent Mortgage Company to Better Serve Customers

Introducing the Intermedia Business Innovators series – where Intermedia honors business leaders who are improving customer care, employee engagement, and business operations through innovative thinking and decisive action. Hear the stories from the business innovators first-hand.

February 4, 2021

4 mins to read

View post: Contact Center Software Enables an Omnichannel Strategy

Contact Center Software Enables an Omnichannel Strategy

Companies that execute a flawless omnichannel strategy are able to give customers what they want – consistent, personalized experiences. People don’t want to repeat themselves every time they talk to a representative, and they want fast resolutions to issues via their channel of choice.

January 13, 2021

4 mins to read

View post: Ensure Efficient Contact Center Interactions with Customizable Call Flows

Ensure Efficient Contact Center Interactions with Customizable Call Flows

Every organization wants its contact center to be as efficient and effective as possible. Serving the needs of your customers shouldn’t be complicated or too technical to improve. With the right Contact Center as a Service (CCaaS) software, you can implement customizable call flows. With this technological feature, you can see dramatic improvements in your contact center operations.

January 5, 2021

4 mins to read