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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 afford it. Companies of every size, in every situation—from trying...

Choosing a new contact center solution is a big investment that will affect your everyday operations and the experience you provide to your customers. With that on the line, deciding on a new solution...

Have you heard about the largest Call Center Association in the NorthEast? You may not be familiar with the NorthEast Contact Center Forum (NECCF), but you should absolutely get this incredible regional organization on...

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 which players are locked in a room for one hour...

Thanks to the rise of mobile texting and messaging apps, “chatbots” are causing a stir in the world of customer service. In 2016, Business Insider UK wrote that the most powerful tech companies think...

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 one thing well. InGenius concentrates 100% on computer telephony integration (CTI),...

If you have not heard of FrontLine Group before, you may be surprised to learn that it is part of one of the largest and oldest Canadian-owned collections firms, CBV Collection Services Ltd., with...

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 approach to engaging their customers. For both business-to-business and business-to-consumer...

InGenius® is a computer telephony integration (CTI) innovator with over 20 years of experience in enterprise telephony. InGenius Connector Enterprise integrates existing telephone systems into Salesforce and Microsoft Dynamics CRM, to empower sales and...

There is a reason Software as a Service (SaaS) is one of the fastest growing segments of technology today. With its increased flexibility, ease of use and powerful capabilities, the cloud is proving you...

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 key technical and personal interface in unified communications environments. Jesper...

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 that those interacting with customers possess and maintain a solid...

Science is bearing out what we all know to be true from our own experience: Noise levels in the workplace are a notable deterrent to productivity. Independent studies of business environments that employ some...

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 understanding why he or she has contacted you in the...

There is a lot of industry buzz about Key Performance Indicators (KPIs), but most contact centers currently focus on only one or two core KPIs, such as “Service Level,” and are only equipped to...

You likely run targeted marketing campaigns, have multiple levels of products, and offer different sales terms to meet the variety of needs of your customers. Why offer so many choices? A one-size-fits-all approach to...