Technology

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...

In any contact center, an agent’s ability to communicate in an efficient, friendly manner has a considerable impact on the outcome of the call....

There is a reason Software as a Service (SaaS) is one of the fastest growing segments of technology today. With its increased flexibility, ease...

How can you identify the digital opportunities that exist for your team? Think about how your staff communicates and collaborates (focus on the need,...

Every contact center looks for ways to be more effective and efficient in handling customer contacts. Process improvement is a high impact opportunity. Yet...

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...

Science is bearing out what we all know to be true from our own experience: Noise levels in the workplace are a notable deterrent...

The cloud is a strong contender for contact center technology today, and the market hype makes it look as simple as buying a mobile...

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....

There is a lot of industry buzz about Key Performance Indicators (KPIs), but most contact centers currently focus on only one or two core...

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

Every small center aspires to deliver good (or great!) service to customers and offer a good (or great!) place for employees to work. The...

Any center that is truly focused on the customer has to solve a difficult dilemma: make prompts and authentication simple, ensure security requirements are...

Mainstream technologies get a lot of press. As the backbone of contact center operations, they’re on everyone’s radar and they need to function at...

What is a common issue that prevents organizations from realizing the full value of their contact center technology investment? Usually, when a new contact...

Over the years, we’ve watched key players in contact center technology change their market positioning. They want the market to take notice as their...

Managed services (MS) are easy to want given the desire to lessen reliance on IT, add agility, secure specialty expertise and/or change cost structures....

As companies make decisions about sourcing for new contact center technology, a crucial question to answer is whether to pursue “best-of-breed” (BoB) solutions or...

We all know Automatic Number Identification (ANI). You may recognize it better by the consumer-oriented term “caller ID.” While these two services are technically...

Three management factors play a key role in technology implementation success: Project, Change and Vendor Management. Most organizations focus on project management (PM)—the discipline of...