How to Create Web Chat Plan

How to Create a Blueprint for Web Chat

Customers want the ability to decide when and how they will communicate with your company. That’s old news, isn’t it? It is more like:...
Call Center Knowledge Management

Why Contact Centers Like Cloud-Based Technology

Cloud vendors capitalize on a message of “fast and easy.” Get it installed quickly—as short as hours (or days). Easy goes hand-in-hand with speed....
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...
2018 Contact Center Technology Survey Reveals Critical Needs

Selecting the Right Technology Partner Should Be at the Top of Your Decision Criteria

A CCaaS Solutions Provider's CEO Offers His Thoughts on the 2018 Contact Center Technology Survey Findings As the second line of the 2018 Contact Center...
Speech Analytics and Quality Monitoring

Speech Rec… or Speech Wreck?

We have been implementing and tweaking speech recognition systems on a pretty regular basis for the past 10 years. Many contact centers (especially the...
Call Center Technology Liason

Could a Business Analyst/Technology Liaison Be in Your Future?

Whether you’re a technophile or a technophobe, you’re in the technology business when you have responsibility for running one or more contact centers. And...
Contact Center Technology Worth Following

Technology Worth Following

OK, let’s set the ground rules. We are interested in defining contact center technology that is worth following today. That doesn’t mean we want...
Contact Center Trends - Millennials

Hot Trends Impacting Contact Centers: Millennials

The impact that millennials are having on work environments across sectors continues to be a leading topic for contact center leaders. In our five-part...
Reduce early turnover with the latest call center tools

Reduce Early Turnover with the Latest Tools

Many centers struggle to find the right frontline staff, and then suffer further when hirees don’t show up for training, quit during training, or...
Is SIP Right for Your Contact Center?

Is SIP Right for Your Contact Center?

Session Initiation Protocol (SIP) has been around for many years and has become the de facto answer for both network trunking and endpoints, or...
Opportunities for AI in the Contact Center

Opportunities for AI in the Contact Center

Artificial Intelligence (AI) is breaking the hype meter in the contact center industry. While it’s only in the early adopter stages, it appears to...
WFM Budget Prep

State of the WFO Industry

Workforce Optimization (WFO) technology has been a hotbed of activity as buyers and users clamor for new tools and seek to get more out...
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...
Contact Center Technology Trends 2019

Four Key Contact Center Technologies for 2019

As we end 2018 and reflect on what’s ahead in 2019, it seems like a good time to think about what’s new and what’s...
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...