By: Colin Doggett On: February 24, 2017 In: Contact Center Comments: 0

Do you ever feel that shopping Contact Center technologies is like walking into an ice cream shop? For most, the answer is yes. There are many flavors of Chat, CRM and Enterprise Phone Systems that make choosing what to use an ever-growing challenge. Do you use Gartner, Peer Review, RFP […]

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By: Christy Green On: February 09, 2017 In: Contact Center Comments: 0

Recently, I contacted a company (within the contact center industry) because I needed additional information on one of their solutions. After multiple attempts to connect with them via email, phone and chat, I still don’t have my questions answered. In theory, the company did a lot of the “right” things to […]

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By: Lanette Thurman On: January 26, 2017 In: Contact Center Comments: 0
By: Christy Green On: December 28, 2016 In: Contact Center Comments: 0

Your company just implemented a sophisticated new contact center solution or CRM or some other shiny new piece of technology. So now you can sit back and watch all the benefits the technology was supposed to bring just start happening, right? Wrong! It doesn’t matter how state of the art, […]

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By: Derrick Chin On: December 15, 2016 In: Contact Center Comments: 0

Too many chats is like having too many drinks – it’s best to know when to say “stop.” In the modern omni-channel contact center environment, there is pressure to provide all channels to all customers. Mix this with the need to mitigate the labor requirements and you have contact center leaders […]

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By: Colin Doggett On: December 01, 2016 In: Contact Center Comments: 0

Today, call centers all over the world use CRM’s, spreadsheets and databases of every make and model to collect data. I am sure you can relate. There are as many options as there are car brands. At a basic level, these tools serve the same purpose – Data! This ever-increasing […]

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By: Christy Green On: November 17, 2016 In: Contact Center Comments: 0

Do you want to make it easier for your customers, especially millennials – now the nation’s largest living generation – to do business with your company? If so, you should consider adding texting to your customer service and marketing mix. According to recent studies:  Cell phone users between the ages […]

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By: Chris Laughlin On: November 09, 2016 In: Contact Center Comments: 0

Have you heard the term “happy wife, happy life?” Well, the same could apply to your quality program, but it goes something like this “happy agents, happy customers.” I recently had the pleasure of meeting with two of my customers to share experiences and ideas. One is a large power […]

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By: Derrick Chin On: October 12, 2016 In: Contact Center Comments: 0

Does AX=CX? In a recent conversation with a customer, I was asked this question, “Is there any way to add some pizzazz to the agent workspace?” The short answer to the question is of course, “Yes.” Questions of this nature come up from time to time, and although this seems like […]

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By: Chris Dellen On: September 30, 2016 In: Contact Center Comments: 0

What is Web RTC? Simply, Web RTC stands for “Web Real-Time Communications.” In other words, it is an open framework for the web that enables real-time communications in a web browser. Currently, Web RTC is supported in Chrome, Firefox, Opera, Android, and iOS. I know we have started out a […]

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