Contact Center

On today’s blog we will be explaining how to get omnichannel right in your contact center.

Currently, about three million Americans work from home. But the Internet is changing that – rapidly.

The modern contact center exists in the cloud – it is everywhere and nowhere, a few lines of code in cyberspace. But behind the webchat streams and web phone conversations, you will find the human agents, sitting at their office desks or working remotely, and behind them – the supervisor.

Improving call routing has less to do with answering calls quicker, and more with matching those calls to the right agents.

Digital disruption is not something on the horizon. It has already happened. And hanging on to old legacy systems is no longer an option.

According to the CCW study, The Future of the Contact Center in 2019, digital engagement is the number one priority for the industry in the coming year. The study foresees plenty of investment going into customer feedback solutions, live chat and coaching. Out of all the organizations approached for the study, 47% said they planned …

The Dos And Don’ts Of Digital Engagement Read More »

According to Contact Babel, 45-50% of small and medium businesses within the contact center industry use cloud technology in some way. Most larger enterprises have already migrated all or part of their operations to the cloud.

Bad QA scores tell you there are issues in your contact center that need urgent attention. But they could also indicate you are not using the right metrics.

When the internet first came about, the question was: how can it help businesses? Now that more advanced technology has proliferated industries, the question has become: how can it help us work better? Smart technology is transforming the workplace. The contact center industry serves as one of the best examples of how smart technology can …

How Smart Technology is Increasing Productivity in the Contact Center Read More »

A brief history of contact centers. Because, why not?