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The 4 Steps to Replacing a Contact Center Coaching Program

The 4 Steps to Replacing a Stale Coaching Program

As I travel and speak with contact center leaders around the world, a very vocal set of customers tell me that their call recording...
Verint Mid Market Solutions

5 Ways Verint Mid-Market Solutions Can Help Your Business

Customer expectations are skyrocketing, making the need to provide seamless, effective service more important than ever, regardless of the size of your contact center....
Businesses of All Sizes need Good Customer Service from the Contact Center

Why Size Doesn’t Matter: No Business Is Too Small to Care...

Small and mid-sized companies can no longer be complacent in their customer service, leaving premium customer care services to the corporate giants that can...
Four Things to Ask Before Choosing A Contact Center Provider by Intelepeer

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

Choosing a new contact center solution is a big investment that will affect your everyday operations and the experience you provide to your customers....
NorthEast Contact Center Forum

The Largest Call Center Association in the NorthEast!

Have you heard about the largest Call Center Association in the NorthEast? You may not be familiar with the NorthEast Contact Center Forum (NECCF),...
Are You Listening? Yes I Am. Great, Now Act on What You Heard from Me!

Are You Listening? Yes I Am. Great, Now Act on What...

I had the opportunity to participate in a team-building exercise known as the escape room. An escape room is a physical adventure game in...
Chatbots—The Next Step in the Evolution of the Contact Center

Chatbots—The Next Step in the Evolution of the Contact Center

Thanks to the rise of mobile texting and messaging apps, “chatbots” are causing a stir in the world of customer service. In 2016, Business...
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...
Spotlight Q and A

Solutions Q&A: FrontLine Group

If you have not heard of FrontLine Group before, you may be surprised to learn that it is part of one of the largest...
Association Spotlight: Professional Association for Customer Engagement (PACE)

Association Spotlight: Professional Association for Customer Engagement (PACE)

The Professional Association for Customer Engagement (PACE) is the only non-profit trade organization dedicated exclusively to the advancement of companies that use an omnichannel...