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...
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...
Chart a Clear Course for Technology Selection
Technology selections without strategy, requirements and criteria are like rudderless ships that roam the sea of options without docking at the right ports. Some...
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...
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...
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,...
