Four Things to Ask Before Choosing A Contact Center Provider by Intelepeer

Don’t Settle: 4 Things to Ask Before Choosing A Contact Center Provider

Choosing a new contact center solution is a big investment that will affect your everyday operations and the experience you provide to your customers....
WFM - Workforce Management in an Omnichannel Contact Center World

WFM in an Omnichannel World

In spite of the fact that nearly every “call center” is now a “contact center,” we observe little substance to the discussion—much less action—around...
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...
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:...
Call-Center-Inside-View-Feature

Inside View: Tufts Medical Center

In any contact center, an agent’s ability to communicate in an efficient, friendly manner has a considerable impact on the outcome of the call....
Contact Center Technology and Omnichannel Success

Will New Technology Drive Omnichannel Success?

Omnichannel is everywhere—vendor marketing, analyst articles, conference sessions, client wish lists. While touted as a new concept, it doesn’t seem all that different from...
Real Time Speech Analytics in the Call Center

Pondering the Power of Real-time Speech Analytics?

Do you listen to your customers in real-time? What types of things do you need to know about what’s happening now versus reviewing post-call...
Contact Center Analytics

Contact Center Analytics: A Look at Goals Vs. Current Use

Do contact centers derive value from their analytics tools? In our 2014 Contact Center Analytics Survey, conducted by Strategic Contact and Contact Center Pipeline,...
Work Together to Optimize Contact Center Technology

Work Together to Optimize Technology

Technology is the great enabler but too often falls short in delivering promised results, leaving users and executives frustrated. Whether pursuing exciting new technology...
contact center technology misses

Top 5 Reasons Contact Centers Miss the Mark on Technology Implementation and Support

Contact centers rely on technology to meet their business goals, manage their operations, and interact with customers in a variety of media. Unfortunately, they...
Reduce early turnover with the latest call center tools

Reduce Early Turnover with the Latest Tools

Many centers struggle to find the right frontline staff, and then suffer further when hirees don’t show up for training, quit during training, or...
Moving Your Business Forward by Moving to the Cloud

Moving Your Business Forward by Moving to the Cloud

There is a reason Software as a Service (SaaS) is one of the fastest growing segments of technology today. With its increased flexibility, ease...