Call Center Managed Technology Service Tips

Managed Services: Easy to Want, Hard to Buy

Managed services (MS) are easy to want given the desire to lessen reliance on IT, add agility, secure specialty expertise and/or change cost structures....
Deciding on Cloud vs On-Premise Technology for the Contact Center

Big Decisions Loom Beyond the “Cloud vs. Premise” Debate

Choices, choices, choices. They are great and yet overwhelming when considering platform replacement. Cloud-based vendors serve up their offerings as private (single tenant), public...
A Contact Center Headset is no Longer Just a Headset

Headset Is No Longer Just a Headset

Engineering new premium audio applications for the future of unified communications. Director of Research and Development Jesper Kock explained how headsets have emerged as a...
Fraud Prevention in the Contact Center

Fraud Prevention

“Bad guys” seem to be lurking around every corner these days. Whether you are a financial institution protecting people’s money and identities or are...
Spotlight Q and A

Solutions Q&A: InGenius

Coca-Cola. Harley-Davidson. InGenius. What do these companies have in common? In today’s “be everything to everyone” marketplace, they offer a refreshing business model: Do...
Converging Call Center Technology Ecosystem

The Converging Technology Ecosystem

Over the years, we’ve watched key players in contact center technology change their market positioning. They want the market to take notice as their...
Attributes of an Effective Modern UC Headset

Attributes of an Effective Modern UC Headset

To facilitate more seamless workplace collaboration, many organizations have adopted expansive, unencumbered workspaces, deployed with unified communications (UC) systems. Such a footprint is designed...
Navigating the Call Center Agent Desktop

Navigating the Agent Desktop Landscape

Every contact center looks for ways to be more effective and efficient in handling customer contacts. Process improvement is a high impact opportunity. Yet...
Contact Center Technology Worth Following

Technology Worth Following

OK, let’s set the ground rules. We are interested in defining contact center technology that is worth following today. That doesn’t mean we want...
How to Create Web Chat Plan

How to Create a Blueprint for Web Chat

Customers want the ability to decide when and how they will communicate with your company. That’s old news, isn’t it? It is more like:...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Try a Phased Approach to Tech Implementation

What is a common issue that prevents organizations from realizing the full value of their contact center technology investment? Usually, when a new contact...
Contact Center Trends - Artificial Intelligence, AI

Hot Trends Impacting Contact Centers: Artificial Intelligence

We can’t publish a series on trends without including artificial intelligence (AI). In our five-part series on hot topics that are impacting contact centers,...