The Power of Collaboration in the Contact Call Center

Technology to Empower Agents: Intelligent Desktops

An empowered work environment is one in which agents have a sense of ownership over their work and the right tools to do their...
Simplifying Contact Center Remote Access

Simplifying Remote Access

The need for remote access to core contact center infrastructure continues to grow. Whether implementing a home agent program, accommodating “on the go” leaders,...
What to Look for in a Secure Headset

What to Look for in a Secure Headset

Audio solutions are an effective way to enhance mobility in an office communications network, delivering sophisticated capabilities such as adjustable noise cancellation and directional...
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...
What Users Request Most in a Contact Center Headset

What Users Request Most in a Headset

Sennheiser has been in the business of creating high-performance audio for more than 70 years, and is one of the world’s leading manufacturers of...
How AI will Change Contact Center Work

How AI Will Change the Nature of Contact Center Work

There is no doubt that artificial intelligence, robotics and automation in the contact center offer the potential to drive faster, more consistent around-the-clock service...
Use Technology to Optimize Contact Center Staff

Use Technology to Optimize Staff

If you manage a contact center, you know the drill. Agents struggle to achieve proficiency and meet performance goals. Supervisors don’t do enough—or the...
Are You Listening? Yes I Am. Great, Now Act on What You Heard from Me!

Welcome to 2018! A Groundswell Is Rising. Are You Ready?

In June 2017, at Call Center Week in Vegas, OpenText Qfiniti received the Workforce Optimization Provider of the Year Award. During the evening gala,...
Chatbots in the Contact Center

Chatbots in the Contact Center, Part 3: Overcoming Customer Reluctance

Customers want easy access to information—and they want it quick. They also have little patience for self-service options that can’t understand their needs or...
Tips for Technology Selection in the Call Center

Technology Selection at Today’s Speed

While supporting our clients in technology vendor selection, we find that many companies have limited time and resources to spend performing due diligence through...
June Issue Blending Artificial Intelligence with Human Support in the Contact Center

Blending AI with Human Support

The future of work and the impact that artificial intelligence will have on the workforce has been a hot topic lately. The publicity has...
Contact Center Volume Reduction Is a Multichannel Opportunity

Volume Reduction Is a Multichannel Opportunity

Our annual challenges and priorities survey, as well as our project experience, show that high attrition, absence and adherence issues, and the uphill battle...