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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 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

New Report From IDC Zeros-In on Customer Experience

This week we’d like to share a new report from IDC Research that takes a look at how organizations are approaching their Customer Experience (CX) strategies, and the components of a successful program. The report identifies five stages that organizations reach in terms of delivering customer experience, which we’ve outlined here: 1. Ad Hoc: Organizations Read More

Using Big Data to Deliver Better Solutions: Industry White Paper

This week I’d like to share a new whitepaper “Big Data and its Impact on Contact Centers” from a kindred spirit, the Daitan Group. In the white paper, Daitan discusses how major brand contact centers are seeing an uptick in the adoption of analytics programs in an effort to better understand and interact with their Read More

What the New iPhone Implies About Contact Center Preparedness for Multichannel Data Integration

During a highly anticipated announcement yesterday, Apple met consumer expectations and confirmed that the new iPhone 6 will be released with NFC (near-field communication) technology. This means that in addition to admiring a beautiful new design, iPhone users all over the world can now easily make in-store payments, straight from their smartphones. As the iPhone Read More

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