Our Newest Posts
Is Your Remote Contact Center Properly Staffed? Learn What Metrics Can Help You Understand Peak Volume
To ensure your remote contact center is able to handle peak volume times, you need to always have the right number of agents ready to answer calls. Adequate staffing is essential for providing callers the best possible customer experience. You also don’t want to make the mistake of overscheduling and wasting resources. So, what metrics should you look at to understand peak call volume?
May 19, 2020
5 mins to read
Contact Center Unified Communications
Your Phone is Now Your Front Door
For many companies, in as little a few days, business models shifted from tried and true operations to everything happening over the phone. We are all in uncharted ground, where distancing has become the prime directive and in-person interactions are by necessity curtailed. Phone call volume has soared to unprecedented levels, resulting in widespread busy signals, and the demand seems unlikely to abate any time soon.
May 13, 2020
5 mins to read
How the Second Largest Healthcare Municipality in the U.S. Scaled Their Patient Communications to Battle the COVID-19 Pandemic
Many healthcare institutions are faced with a sudden and dramatic increase in patients without the help of additional resources. They have the same number of doctors and nurses on staff but are now dealing with hundreds of thousands of inquiries due to the pandemic. So how do you streamline your operations to handle this increase, all while enabling remote care teams to provide telehealth services? L.A. County Department of Health Services faced this very scenario and knew they had to scale their contact center fast in order to meet demand.
April 2, 2020
3 mins to read
Answering the Call: Are Your Healthcare Communications Ready?
The new paradigm isn’t coming – it’s already here. Across North America, caller volume to hospitals, clinics, and health services lines is spiking to record highs. The influx exceeds most estimates, often overwhelming available resources and causing long wait times, unanswered calls, and frustrated patients.
March 30, 2020
6 mins to read
Should You Remote-Enable Your Contact Center?
Contact centers that embrace the “remote-enable” paradigm aren’t bound by geographic restrictions. Cloud contact centers can have agents not only in different rooms – but in separate buildings, cities, states, or even different countries.
March 13, 2020
7 mins to read
Your Guide to Choosing the Best Contact Center Software
Being able to give your customers a seamless experience when they reach out to your business is a huge competitive advantage. With the right contact center software, you have the power to create efficient interactions, meaningful insights, productive teams, and an overall superior customer experience.
December 18, 2019
4 mins to read
Business interest Contact Center Services Unified Communications
Your contact center should be cloud-based. Just ask Jerry…
Jerry believed as many do, that an upfront CapEx (capital expense) investment would be ultimately less expensive than the monthly recurring costs associated with cloud-based service. While this may seem logical at first glance, it’s not a true reflection of the difference between the purchase price and the actual total cost of ownership.
October 21, 2019
5 mins to read