Could Your New Seasonal Employee Be a Robot?
As a society, we’ve been fascinated with robots since the mid-1950s. My favorite was Rosie from The Jetsons—I’d love a robot maid! While we...
Delivering a Personalized, Effortless, Connected CX
People today may choose to communicate with organizations across various channels including phone, email, chat, SMS, social and walk-ins. When they do reach out,...
Why Teamwork Is the Most Important Investment You’ll Ever Make
What do NASCAR drivers Kyle Busch, Martin Truex, Jr., and Jimmie Johnson have in common? Each driver qualified for the 2017 Monster Energy NASCAR...
Attributes of an Effective Modern UC Headset
To facilitate more seamless workplace collaboration, many organizations have adopted expansive, unencumbered workspaces, deployed with unified communications (UC) systems. Such a footprint is designed...
A Q&A with Teleopti’s David Påhlman
There is one thing that becomes immediately evident to Teleopti’s contact center clients—that this is a company that walks the talk when it comes...
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...
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....
Why Size Doesn’t Matter: No Business Is Too Small to Care about Customer Experience
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...
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....
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...
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
Thanks to the rise of mobile texting and messaging apps, “chatbots” are causing a stir in the world of customer service. In 2016, Business...
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...
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)
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...
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...
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