Xaqt

FEBRUARY 6, 2020

Back in the winter of 2005, Jason Kolb (my cofounder and CTO of Latigent) and I penned an article for Business Management magazine titled BI with an IQ. Rewind it Back Let's take a look back to 2005 when "Web 2.0" In it, we paint the picture of a utopian contact center in which systems are fully integrated and intelligently automated.

Contact Center 52

Contact Center Enterprise Call Center APIs 52

Callminer

AUGUST 1, 2017

Our solution, VIA Contact Centre, is actually an adapted form of Skype for Business that offers added benefits to the contact center like call recording, smart agent selection, and interactive voice response – the latter is particularly useful as it negates the need for switchboards entirely. James Pollard.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

SharpenCX

JUNE 16, 2020

Last fall, Global Workplace Analytics told us that the number of people who work from home has increased by 140% since 2005. The more accurate your forecasting, the more you can find windows of down time to connect with, and coach, remote and in-office employees. Remote work isn’t just a trend any more.

Contact Center 67

Contact Center Management Employee engagement call center workforce 67