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Measuring 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
CMOs Learn 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?
Can using UCaaS or CCaaS help your business? Find out what the difference is and what features each solution offers.
September 13, 2021
5 mins to read
What Are Call Queues and How Do They Work?
What are call queues and how do they work? Learn why they are a critical feature for any contact center that wants to better serve customers.
September 1, 2021
5 mins to read
9 Onboarding Tips for Contact Center Agents
Contact center agents are key resources for companies. Get some essential onboarding tips for contact center agents that will prepare them for success.
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
Contact Center Financial Services Real Estate
Interface Tech Picks Intermedia Cloud Solution
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 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
Efficient Contact Centers: Custom 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 for 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
Pearson-Kelly Partners with Intermedia
Today’s customers engage providers in channels and being able to address these interactions is paramount to customer satisfaction.
October 1, 2020
4 mins to read