What You Can Learn from Contact Center Wallboards

What You Can Learn from Contact Center Wallboards

Wallboards are a common tool used in many contact centers serving as a visual way to see a wide array of information including real-time statistics, KPIs, and progress-towards goals. When used correctly, wallboards are an effective way to engage employees, increase productivity, and get better results. A wallboard is nothing more than a programmed display…

Potential Long-Term Effects of COVID-19 on the Call Center Industry

Potential Long-Term Effects of COVID-19 on the Call Center Industry

The drastic changes in workplace norms due to the COVID-19 have had significant impacts on the call center industry and will likely continue to do so for years to come. While some of the changes are downright unwelcome, others might end up boosting the industry in the long run or providing a mix of both…

The Rise of AI and Self-Service Strategies

The Rise of AI and Self-Service Strategies

As with all technology-based things, call centers have changed dramatically over the years. Their options and capabilities have grown exponentially, in part due to artificial intelligence (AI) and self-service strategies. These tools allow greater flexibility for customers while assisting agents in making the best possible decisions in the shortest amount of time. Modern Self-Service Self-service…

5 Benefits of Migrating Your Business to a Cloud Contact Center

5 Benefits of Migrating Your Business to a Cloud Contact Center

In a business world full of cloud solutions, it can be a challenge for enterprise businesses to pick and choose which ones are the most essential for business performance. However, choosing the right core services for your service delivery infrastructure must be done carefully and thoughtfully to ensure success. In this article, we’ll discuss the…

Ensuring Call Center Business Continuity in a post-pandemic economy

Ensuring Call Center Business Continuity in a post-pandemic economy

2020 has taken countless organizations in all sorts of industries for a ride for which they were not prepared. From transitioning to remote work, and then an economic crash, a lot of businesses and industries recently found out that they are not as stable as they thought. Furthermore, a lack of digital infrastructures and rigid…

How a Custom Solutions Call Center Can Improve Customer Experiences

How a Custom Solutions Call Center Can Improve Customer Experiences

Ensuring excellent customer call center experiences is essential for gaining a competitive edge and building a loyal base of customers. This is not only because a good call center experience leads to more sales and more return customers, but also because of the reality that for many businesses, the call center is the only customer…

What you Need to Know to Implement New Call Center Software

What you Need to Know to Implement New Call Center Software

With more and more call center software available, many teams are wondering what new products they should be implementing. But, before investing in call center software, it’s important to first do your homework and determine your team’s specific needs. When considering new software, it’s important to remember that adding technology will not compensate for inefficient…

5 Reasons Customers (Still) Need Your Contact Center

5 Reasons Customers (Still) Need Your Contact Center

With more and more talk about automation and AI, many businesses wonder about the future of contact centers and whether they’ll continue to be necessary to meet customer needs. Regardless of technological advances, the reality is that when customers have an issue, they want to connect with a person as soon as possible to resolve…

How Quality Assurance Boosts the Contact Center Level of Performance

How Quality Assurance Boosts the Contact Center Level of Performance

When it comes to the level of performance, first impressions always matter and ultimately leave a big impact when dealing with customers. A company usually only has one chance to make a first impression and that is often created by a contact center. Customers always prefer a reliable and quick service that interacts with them on…