Our Newest Posts
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 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
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
Contact Center Financial Services Real Estate
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
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
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
Intermedia Debuts Easy-IVR: An Intuitive, Simple Way to Optimize Customer Interactions
Interactive Voice Response (IVR) systems are critical to every contact center. Anyone that’s ever called customer support knows the drill. They can be very helpful tools for customers, providing quick answers to questions or getting them to the right agent. On the backend, they are extremely valuable to contact center operations for routing and enabling self-service.
November 18, 2020
4 mins to read
Contact Center Financial Services Real Estate
Cloud-Based Contact Center Software Enables Canada’s Largest Independent Mortgage Company to Better Serve Customers
Every business wants to be responsive to customer needs. Today’s customers now engage providers in various channels, and being able to track, monitor, and address these interactions is paramount to customer satisfaction. CMLS Financial, Canada’s largest, independently-owned mortgage company, shared their story with us about leveraging cloud-based contact center software to serve customers better.
October 1, 2020
4 mins to read
Nonprofit Credit Counseling Service Switches to a Hosted Contact Center Solution to Better Support Its Clients
Credit Canada’s Keith Emery shares the journey of his nonprofit credit counseling service and its successful transition to a hosted contact center solution.
July 22, 2020
3 mins to read
Tracking Contact Center Performance Without Missing a Beat: How to Monitor KPIs When the Team is Working Remote
Contact center managers regularly monitor their teams to ensure the utmost productivity in delivering fast issue resolution for customers with a friendly, approach. But what happens when the team, who may typically sit in the same office environment, suddenly becomes 100% work from home.
May 26, 2020
6 mins to read