Record Calls from Remote Users, at-Home Agents and From a Mobile Device: Numonix Debuts RECITE for Allworx

Natalie Petouhof

In addition to Internal and PSTN call recording, RECITE has the unique ability to record calls from remote users and at-home agents and from a mobile device via the Allworx Reach™ client,” said Chard Johnston, VP of Product Management at Numonix. Proven software-based RECITE solution, which seamlessly integrates with Allworx at hundreds of end-user locations nationwide. With Vital’s 2000+ reseller base, we are able to comprehensively service Allworx customers.”

Columbia Sportswear Takes Customer Service to the Cloud

NICE inContact

That passion also extends to delivering outstanding customer service. As their customer support inquiries increased, Columbia Sportswear knew they needed a new contact center solution to support seasonal call volumes, e-commerce, and their unique brands. Offering outstanding customer support is a primary mission for outdoor apparel manufacturer, Columbia Sportswear, but their PBX-based system had long been a bottleneck for their contact center and IT teams.

Ten Dumb Things Smart Contact Center Executives Do

Taylor Reach Group

It is important to invest in on-going professional development at all levels within the Contact Center. After all why would we want home agents, speech recognition, higher quality or better staff morale and management? Not giving agents the authority to make any decisions.

This Holiday Season will Belong to the Creative Contact Center Staffers

NICE inContact

In a recent webinar , he explained that his company overcomes a shortage of local travel agents by “going where the talent is.” Advantages of the Cloud Call Center Best Practices Customer Experience OmnichannelThe U.S. Job market is on fire!

This Week in Enterprise Tech with inContact

NICE inContact

Rajeev Shrivastava, Chief Strategy Officer at inContact, recently sat down with Fr. Robert Ballecer for This Week in Enterprise Tech at Enterprise Connect 2016. Hear what Rajeev had to say about inContact’s cloud contact center solutions , our strategy for leading the market in cloud technology, and how customers can properly deploy our solutions to meet their business needs. “If They want to scale up, scale down, they can bring in work-at-home agents and remote agents.

5 Helpful Contact Center Tools for Managers

NICE inContact

Luckily, there are countless solutions available to contact center managers today to help improve productivity, performance and overall customer experience. Are your agents prepared to answer customers’ questions? Are customers satisfied with the solutions given by your agents? Managers are able to break down the calls being recorded and filter out data that is relevant at the time (i.e. Are you scheduling the right agents at the right time?

Contact Center Leaders and Technology Experts Talk Challenges and Solutions for Better CX


Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help.

Work from home programs are no longer a reward system


Over the past few months Aspect customers have been reaching out to discuss their plans to implement a work from home strategy for their engagement centers (contact centers), and it has inspired me to share more globally what we have seen in the industry, and what’s driving this interest.

Call Center Agent Feedback: Tips & Best Practices for Providing Effective Agent Feedback


Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents.

The Top 3 Contact Center Talent Priorities in 2018


These initiatives are all supported by the Talkdesk Enterprise Contact Center Platform , illustrating our overall dedication to improving agent effectiveness. Leveraging intelligent staffing tools like Teleopti help to optimize customer experience, agent retention and efficiency.

Top 10 Technological Contact Center Trends

Insite Managed Solutions

Gamification: Gamification promises to make the workplace more fun by applying game design elements to business processes such as customer support, and it’s quickly gaining traction. Current Company Channels vs. Customer Channel Preference.

Chat in the Contact Center – an Expert Panel Weighs in – Part 3/3

Taylor Reach Group

Chat in the Contact Center – Part 1 focused on where chat should be deployed, demographics, chat in relation to industry, security and FCR while Chat in the Contact Center – Part 2 focused on proactive vs. reactive chat, AI impacts, costs as a channel, challenges and the customer experience (CX). Chat at Transaction Points. Dedicated Chat Agents vs. Blended Agents. Endless Agent Options. Why Customers Prefer Live Chat. Chat at Transaction Points.