Sennheiser Technology Supports Contact Center Employees with Special Hearing Needs
Contact Center managers and business owners who have invested in sophisticated unified communications networks typically understand the urgency of maintaining a skilled, consistent and...
UC Device Management Creates Greater ROI
Unified Communications (UC) has brought a slew of new capabilities to the modern contact center, increasing the flexibility, mobility and functionality of workers through...
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...
Fraud Prevention
“Bad guys” seem to be lurking around every corner these days. Whether you are a financial institution protecting people’s money and identities or are...
PCI Compliance: An Overview of PCI Standards
Did you know that your marketing organization has invested significant dollars in brand awareness and developing a strong business reputation? Do you know that...
Digital Colleagues: Friend or Foe?
It might be time for some of us in the customer service industry to start dusting off our resumes. There’s new, tough competition for...
Building a Resilient Contact Center
In the era of “five nines” of reliability, contact center leaders didn’t worry too much about the resiliency of their technology: It was always...
Fast-Tracking Your Journey to Workforce Optimization: Tips for Mid-Sized Contact Centers
Today’s mid-sized contact centers face many of the same business requirements as their larger counterparts, such as the need to drive sales, manage operating...
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...
Hot Trends Impacting Contact Centers: A Sole Source of Data
In our mid-year series discussing hot topics impacting contact centers, we have presented insights from industry experts on employee engagement, IoT-enabled service strategies, artificial...
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...
The Straight Scoop on Contact Center Analytics
Most contact centers know they need a more analytical approach to understanding the customer experience. In our 2017 Workforce Optimization Survey, a high percentage...
Hot Trends Impacting Contact Centers: Artificial Intelligence
We can’t publish a series on trends without including artificial intelligence (AI). In our five-part series on hot topics that are impacting contact centers,...
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...
Big Decisions Loom Beyond the “Cloud vs. Premise” Debate
Choices, choices, choices. They are great and yet overwhelming when considering platform replacement. Cloud-based vendors serve up their offerings as private (single tenant), public...
