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Best Practices for Call Center Monitoring

Customer satisfaction is key to the success of a call center, and customer satisfaction lies in the hands of call center agents. To ensure that customers are receiving the best possible service, call center managers should monitor calls for quality assurance. To make call monitoring effective in improving customer satisfaction, call center managers must create Read More

Data-Driven Marketing Doesn’t Work in a Silo

This week I want to share a recent article that appeared on Forbes.com, which calls out the analytics industry as a catalyst for helping brands drive better customer engagement. According to a Forbes Insights survey referenced in the article, 74% of organizations that identify as early adopters of data-driven marketing programs also cite having achieved Read More

BroadSoft CC-One Adds Call Center Management and Administration from Within Salesforce

This week, we’re excited to announce we’ve expanded the capabilities of our call center capabilities for Salesforce™, with the BroadSoft CC-One Salesforce Edition for the Salesforce Sales and Service Clouds. With the new app, we’ve gone beyond last year’s Open CTI integration with Salesforce, to allow for call center creation, management, administration, routing and reporting from directly 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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