About Cisco CISCO BroadSoft is now part of Cisco Learn More

93% of Contact Centers Make This Mistake. Does Yours?

The modern contact center often includes updated technology, multiple communication channels, and well-trained employees.

Management spends a good deal of resources optimizing these assets to increase conversions and overall sales. Despite the latest and greatest advances in contact center functionality, however, an overwhelming majority of contact centers still make a critical mistake that prevent them from generating even higher conversions and overall sales. Read More

8 Small Changes That Will Have a Big Impact on Contact Center Performance

It’s easy for contact center teams to become so busy with pressing tasks and concerns that little time or attention is left for small changes that can dramatically improve contact center performance.  However if contact centers implement the following eight changes, they will make a big impact on center productivity and customer satisfaction. 1. Occupy Read More

Even “Best Practices” Need a Timetable

To gain the highest possible conversions and remain relevant in their industry, contact centers must implement changes that reflect best practices that will help them optimize efficiency and offer the highest level of customer service. An all-at-once implementation of these best practices, however, can result in chaos. Customers may turn to competitors if a contact Read More

5 Productivity Solutions Your Contact Center Needs

In a contact center environment that relies on efficiency in order to satisfy the needs of their customers, finding systems and methods for improving productivity is critical.  Customers want to resolve their issues as quickly as possible, and contact center teams want to deploy their time and resources efficiently. The following five solutions, when implemented Read More

Are Your Teams Data Driven? Why Contact Centers Need to be Data Empowered

The ability for customers to reach a contact center through their preferred channel can be a major advantage for contact centers looking to improve customer service and increase efficiency. Moving to an omni-channel system, however, can present organization problems if contact centers do not have data that is easily accessible and can empower employees to quickly serve customers. Data integration can help contact centers organize and analyze data to better understand a company’s business performance and customer satisfaction. Read More

The 5 Biggest Tips From Dreamforce and What They Mean for Your Contact Center

The announcements made at Dreamforce 2015 are sure to impact the way contact centers do business. Among the multiple days of keynote speakers, parties, classes and showcases, five announcements stand out as being most relevant to contact centers. The following five products announced at Dreamforce, if leveraged correctly, will help contact centers increase efficiency and Read More

Are You Using These 9 Contact Center Tech Tools?

Contact centers have become much more advanced and fulfill a vital role in the business world. For a contact center to stay relevant and grow in today’s ever-changing marketplace, it is important to take advantage of both the simple tools and high-end technology that is available. Read More

Industry Perspective: Customer Experience in the Telco Industry

This week, we wanted to share our take on a recent article from K.C. Neel, which takes a look at the evolving role – and increased use of big data – to enhance the customer experience within the cable, satellite and telecommunications industries. In markets like the US, the customer experience is vital to cable Read More

Older Entries
Newer Entries

Want To Learn More? Get Started Now.