Category: Contact Center

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It’s Time to Take Your Contact Center to the Next Level with Workforce Management

Posted by on July 24th, 2019 in Contact Center, Workforce Management

Your workers are your biggest asset. Whether accounting or HR, sales managers or contact center agents, your staff is critical to day-to-day operations and a vital element in the organization’s competitive advantage. Being such a contributing factor to an organization’s success (or failure), employees need to be appropriately managed to ensure increased productivity and morale […]

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Supplier Spotlight: Talkdesk

Posted by on July 19th, 2019 in Contact Center, Supplier Spotlight

Make Customer Experience Your Competitive Advantage The contact center space is a $30B market right now and it’s getting a lot of buzz as customer experience and the customer journey have moved to the top of company priorities lists. Customers expect companies to offer multiple contact methods including chat, email, and text, in addition to […]

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Contact Center Metrics You Can’t Afford To Ignore

Posted by on July 10th, 2019 in Contact Center

We’ve all heard the adage, “what gets measured, gets managed.” While it’s most often associated with sales and general business metrics, monitoring and measuring metrics within the contact center into today’s customer-centric environment has never been more critical. For years, contact centers have focused on metrics like handle times and average speed of answer (ASA). […]

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Contact Centers and the Holiday Season

Posted by on December 17th, 2018 in Blog Posts, Contact Center

For many business owners, preparing for the holidays means working around vacation schedules and holiday parties while still trying to reach end-of-year sales goals. For retailers, in particular, the holiday season presents a whole other set of challenges – where do you add resources to keep up with the spikes in sales activity and customer […]

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Supplier Spotlight: Five9

Posted by on December 07th, 2018 in Blog Posts, Contact Center, Supplier Spotlight

Five9 is a leading provider of cloud contact center software for the digital enterprise, bringing the power of cloud innovation to customers and facilitating more than three billion customer interactions annually. Five9 provides end-to-end solutions with omnichannel routing, analytics, WFO, and AI to increase agent productivity and deliver tangible business results. The Five9 platform is […]

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