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....
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...
The Digital Contact Center Workplace

Useful Tools for Your Digital Toolbox

How can you identify the digital opportunities that exist for your team? Think about how your staff communicates and collaborates (focus on the need,...
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...
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...
Improving Contact Center Workplace Audio with Sennheiser

The Sound of Productivity: Improving the Workplace Through Superior Audio

Science is bearing out what we all know to be true from our own experience: Noise levels in the workplace are a notable deterrent...
contact center cloud solutions need statement of work

Cloud-based Solutions Need a Good SOW

The cloud is a strong contender for contact center technology today, and the market hype makes it look as simple as buying a mobile...
Call Center Knowledge Management

Why Contact Centers Like Cloud-Based Technology

Cloud vendors capitalize on a message of “fast and easy.” Get it installed quickly—as short as hours (or days). Easy goes hand-in-hand with speed....
Improve Contact Center Performance with Global Analytics-Driven Routing

Improve Contact Center Performance with Global Analytics-Driven Routing

There is a lot of industry buzz about Key Performance Indicators (KPIs), but most contact centers currently focus on only one or two core...
Speech Analytics and Quality Monitoring

Speech Rec… or Speech Wreck?

We have been implementing and tweaking speech recognition systems on a pretty regular basis for the past 10 years. Many contact centers (especially the...
Realities of technology for the small center, including cloud, suites and managed services

Technology for the Small Center

Every small center aspires to deliver good (or great!) service to customers and offer a good (or great!) place for employees to work. The...
Call Center Authentication and Routing

Taking a Fresh Look at Authentication and Routing

Any center that is truly focused on the customer has to solve a difficult dilemma: make prompts and authentication simple, ensure security requirements are...