Technology

Three Rules to Win the 2021 Holiday Season

As we enter the 2021 holiday season, customers are experiencing more stressors than ever, including the continuing COVID-19 pandemic, disruptive…

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Hanging on the Telephone

In 1978, new wave band Blondie released its third album, entitled “Parallel Lines.” The release marked the band’s transition from…

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Lifting Innovation With Cloud WFM

Workforce management (WFM) has been a fixture in the contact center world for decades. But it took on newfound importance…

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Mastering the Hybrid Retail Experience

With the holiday season underway consumers are deciding how they are going to shop. Some of them may plan to…

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Low-Code/No-Code AI-Enabled Chatbots

When the world went rapidly digital, customer engagement solutions such as intelligent virtual assistants (IVAs) became invaluable pandemic frontline first…

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Working on Workforce Issues

It is a good news/troubling news story for contact centers. How they and their supplier partners plan and respond will…

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From WFO to WEM

Admittedly, I have not worked in a lot of different industries, but it is hard to imagine there are many…

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Games People Play

Time for another trip down memory lane or, for most of you, probably another history lesson. Let’s start this one…

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The Gig Economy Effect: Addressing New Expectations and Requirements for Contact Centers

Managing the contact center for maximum effectiveness has taken on a whole new level of importance as today’s agents are…

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Video Fatigue? Not in Customer Contact

Video has been refined for use in business for over 15 years and it is certainly a key part of…

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Unified Communications. Single-Sourced. Always On-Instant Communications.

Unified Communications. Contact Center Solutions. Delivered in tandem from the cloud “as a Service”… will enable your company to use…

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Is It Time to BYOC (Be or Bring Your Own Carrier)?

The continued shift from on-premises to SaaS-based cloud offerings extends across businesses and industries of all sizes. Enterprises that use…

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CX Is About to Change (Again)

Much has been written about the impact of the pandemic on just about everything, including what it means to be…

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COVID-Era Phone Fraud Demands Omnichannel Response

The contact center is an essential part of any business that requires one: Both human agents and electronic IVR systems…

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Three Steps to Acing AI-Human Interactions

In 2018, the Harvard Business Review wrote about how artificial intelligence (AI) and humans are “joining forces” across many industries.…

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Contact Center Challenges and Priorities for 2021: A Year Like No Other

It’s our sixth year of asking two simple questions of contact center professionals: What are your biggest challenges today? What…

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COVID-19 Consumer Behavior and Fraud Shifts Continue to Challenge Contact Center Agents

COVID-19 brought numerous unexpected changes to consumer behavior that, ultimately, have had a ripple effect throughout every organization. Millions of…

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Unexpected Lessons from the 2020 Contact Center

About a year ago, I tried something that we would all agree now was a bit foolish: predict what the…

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Top Seven Call Center Software Requirements for the “Now Normal”

2020 was already showing signs of being a transformative year for the call center industry—with growing interest in “all things…

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Equipping the Enterprise for the AI-Powered Human Agent Era

From 1990 to 2010, some 4,400 children in the United States 17 years of age and younger made trips to…

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Speech Analytics and Modernizing Agent Performance Measurement with the Customer in Mind

Editor’s note: This is the first in a series of articles on analytics trends and technologies by Scott Bakken, CEO…

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Seven Ways Next-Gen Knowledge Management Is Helping Organizations Respond at the Pace of Change

Since the onset of the COVID pandemic, customers have found themselves in completely different circumstances, and support organizations have had…

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What to Do After Migrating Your Contact Center to the Cloud

This year, we’ve seen much of the workforce shift to remote work as companies adapted to operating during a global…

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Evolving Challenges Require Evolving Solutions

Many articles written toward the tail end of 2019 pegged 2020 as a year of big change for the contact…

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The New World for Contact Centers May Be Where We Were Already Headed

So far, 2020 has been nothing short of challenging for businesses. When the COVID-19 pandemic hit in March, we all…

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Buyer’s Guide to Contact Center Technology: Scope and Sourcing

SCOPE: Unified Communications or Not? Often, buyers need to replace an aging PBX that also provides their contact center technology—perhaps…

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How Intelligent Virtual Assistants Are Leading the Transition to the Intelligent Enterprise

Intelligent virtual assistants (IVAs) have proven themselves to automate the handling of customer and employee requests and tasks. They are…

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Buyer’s Guide to Cloud Solutions

This article is a buyer’s guide to help you in the selection and procurement process for a cloud solution, as…

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Cloud-Based Communication Tools Key to Maintaining Contact Center Operations

When workforce operations are disrupted, the results can have a serious impact on your business. This is especially true if…

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Analytics-Infused Training: How to Nurture Agent Growth and Customer Happiness

Contact centers are complex and unique businesses. Some are five agents strong while others employ thousands. And while each contact…

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