The Customer is Always Right. Right?


Now more than ever, it is critical for contact centers to provide customers with the highest degree of care possible. The emphasis on customer experience, versus basic customer service, has driven businesses to massively expand the role of the contact center.

5 Reasons Why Your Contact Center Needs Speech Analytics


Contact center software companies are now providing innovative solutions that are both easy on the wallet and powerful enough to provide deep insight. Most contact centers sample 1% or less of their total call volume.

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3 Best Practices for Boosting Your Outbound Results with the Cloud


Outbound dialing technologies have undergone a recent revolution to accelerate sales, boost agent productivity, and increase customer satisfaction – and cloud contact center solutions are leading the way. Cloud Contact Center Solutions: Scalable and Cost-Effective.

What is the Role of a Call Center Manager in a Changing Contact Center Landscape?


I’d like to speak to your supervisor: seven words that can make even the most stoic contact center agents start to sweat. Fortunately, a number of innovative contact center solutions have entered the marketplace, empowering agents to curb the frequency of these types of interactions.

Give Your Contact Center a Pink Slip


A common theme for companies known for exceptional customer service is a robust, well equipped call or contact center. Simply put, these centers provide a human touch and a strong differentiator for the marketplace when deployed correctly.

Cloud Contact Center: Customer Centricity with Great Agility & Less Cost


Aberdeen’s new report Cloud Contact Center: Customer Centricity with Great Agility & Less Cost shows that not every company that invests in a cloud contact center is getting the highest returns on their investments.

Small Call Centers Go Big with Speech Analytics

Call Center Coach

Small Call Centers Go Big with Speech Analytics. This is often the reply leaders of smaller call centers use when they look at many of the contact center solutions in the marketplace. They just think they can’t have what the larger centers can because of their size.

Are contact centers making the right chatbot decisions?

Call Center Coach

When you’re thinking about making the decision to implement chatbots in your contact center, how should you start? Are contact centers making the right chatbot decisions? at Call Center Week in Las Vegas. AI chatbots can support your contact center agents too.

How to Utilize Your Agents in the Age of Automation


But with the introduction of these new technologies, a debate has cropped up about how this emerging trend will impact contact center agents. But if you ask contact center agents themselves, you’ll hear an entirely different story.

Power Countless Customer Experiences with inContact


Uncovering the best way to deliver outstanding customer experiences is something that every contact center strives to do. But finding a solution that will support your unique position, and determining the best approach to delivery, can be a daunting task.

6 Keys to Successful Contact Center Technology Change Management


Some of us have a hard time adjusting to a change in laundry detergent (you want me to switch from Tide to Gain?!) , so it is only natural that we and our agents sometimes have difficulty accepting and adapting to changes in our contact centers. You’re implementing a new technology solution – great! Contact center solutions , like those offered by inContact, directly contribute to increased efficiency, improved customer satisfaction, and much more.

Customer Story: Clearlink Maximizes Service Levels with inContact


With their contact center playing a critical business role, Clearlink needed a powerful portfolio of cloud-based contact center solutions. Creating an Enterprise Level, World-Class Call Center.

Columbia Sportswear Takes Customer Service to the Cloud


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. Searching for the Ideal Contact Center System. 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.

Disaster Recovery Plans for Your Contact Center – Consider Cloud


This year’s active hurricane season prompts us all to reflect on our own readiness in case of disaster, including in the contact center. A cloud-based contact center solution can be the cornerstone to your disaster recovery plan.

Whither Workforce Optimization?

Bill Durr

DMG Consulting, among other services, issues extraordinary lengthy questionnaires to contact center vendors every year and seeks to identify the features and functions of the software solutions those vendors provide. DMG Consulting also goes to great lengths to shed light on the revenues those vendors generate from their solutions. Fluss finds that when viewing contact center WFO revenues exclusively, she sees a drop of 3.7

End Finger Pointing in the Contact Center Communication Cloud

Call Center Coach

When it comes to trying to figure out the contact center communications cloud landscape, the fog began to lift for me somewhat at Call Center Week. End Finger Pointing in the Contact Center Communication Cloud Click to Tweet. Some contact center tech terms to know.

What we learned at Enterprise Connect!


Last week at Enterprise Connect in Orlando, we surveyed more than 200 attendees to uncover their use of team collaboration tools and their thoughts on contact center solutions. Do any functional teams in your organization have a need for basic contact center functionality? What types of capabilities do you believe are important in a contact center solution for teams? You can read about our solution to this problem here.

Cloud Cushions the Holiday Customer Service Crush


For this reason, Verizon Enterprise Solutions , a recognized leader in contact center solutions and global telecommunications, has teamed with inContact , a leading provider of cloud contact center software and agent optimization tools.

The New Face of Contact Center Is Intelligent, Easy and Instant


For small businesses and companies with teams of informal and non-traditional contact centers – such as sales, collections, marketing, human resources, recruiting and help desks – using complex contact center solutions for customer engagement can be daunting, especially when they lack internal expertise and resources. 8x8 ContactNow – The Intelligent and Easy-to-Use Contact Center Solution for Teams.

Heat Up Sales Cold Calls


Cloud-based communications tools found in modern contact center solutions can help sales individuals and sales teams close more sales, improve customer interactions and achieve higher levels of productivity. The right cloud-based contact center solution can deliver a number of benefits that could boost the company’s bottom line. What to look for in a Cloud Contact Center. Contact Center Featured

This One Word Unleashes Contact Center Peak Performance

Call Center Coach

In my 20+ years in the contact center industry, the past three years elevated this one word to utmost importance. In our rapid paced contact center environments, we must have “focus”. This ONE WORD unleashes contact center peak performance.”

Improve Customer Engagement with a Modern Contact Center


Although traditional contact centers may seem complex and intimidating for many businesses, modern contact center solutions offer a new approach to solving customer engagement issues even for small businesses and teams in larger organizations. There are many benefits to implementing a modern contact center solution. Modern contact centers allow employees to easily make, receive or transfer calls and communicate with customers.

Cloud Solutions Are Rising in the Contact Center


Cloud Solutions Are Rising in the Contact Center. The future of contact center applications is in the cloud, as chief information officers (CIOs) and business leaders are in agreement and on board with the benefits of adopting this model for contact center infrastructure and other contact center systems. 2016: A Breakthrough Year for Cloud-Based Solutions. Service Providers are Developing Cloud-Based Solutions.