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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...
InGenius
InGenius® is a computer telephony integration (CTI) innovator with over 20 years of experience in enterprise telephony. InGenius Connector Enterprise integrates existing telephone systems...
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...
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...
Building Your Training Team from the Ground Up
One of the most vital components of any contact center is the training department. No matter what kind of center you operate, it’s critical...
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...
Why Customer Analytics Are Key to Unlocking Customer Experience
In today’s highly competitive products and services marketplace, the customer’s experience with your business has never been more important. Knowing a customer’s name and...
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...
Why You Need to Perform Customer Segmentation at Your Contact Center
You likely run targeted marketing campaigns, have multiple levels of products, and offer different sales terms to meet the variety of needs of your...
