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Call Centers on the Privacy Frontlines

The call center has always been a fast-paced environment. Running efficiently means optimizing staff time, getting new employees trained in a hurry, and maximizing every minute of the day. However, the world... Read More

Bold Predictions: Where the Contact Center Industry is Heading in 2017

As we all settle back in after the holidays and begin planning for a new year, consider not only what you have planned but what these Top 50 Thought Leaders predict will... Read More

Best of Breed Interactions

We’ve come a long way since the days of basic CTI, when businesses had to settle for telephony only and integration projects were complex and expensive.  For years we had to use... Read More

Making (Customer) Spirits Bright: How to Ensure Stellar Tech Support During the Holidays

The holidays often signal an influx in tech support queries for B2C companies—after all, what good is the new, flashy must-have tech gadget if it doesn’t work? An organization unprepared for this... Read More

5 Ways VR is Set to Transform Sales and Service

With the launch of Oculus Rift, HTC and now PlayStation VR, the future of fully immersive entertainment experiences has arrived. Now, you can climb to the summit of Everest, dive to the... Read More

The Biggest Contact Center Trends of 2016

Earlier this year, Forrester predicted ten trends that would most impact contact centers this year. How did those trends play out in the industry, and in the contact centers of our community... Read More

The Omnichannel Approach

Contact centers in today’s global economy are rapidly evolving. Multi-channel contact centers are being transformed into omni-channel ones. Now, customers can choose and make requests among several contact channels without any inherent... Read More

The Future of Customer Service: Mobile-First, Mobility and More

While the world continues to rotate, technology too evolves as the future of customer service and contact center technology reaches new heights every day. A study has shown that 92 percent of... Read More

You, Machines, and the Future of Customer Service

As Bob Dylan once said, or sung, “The times they are a changin’”. This most certainly applies to customer service and the way companies deliver it. While phone has been the predominant... Read More

The Expansion of Speech Analytics in Contact Centers

The contact center industry is beset with many challenges in 2017, and the focus on customer service and compliance remains a key differentiation point. The ability to amass, manipulate and evaluate large... Read More

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What is your contact center's number one priority for 2017?

Improving the customer experience
Improving employee engagement
Implementing new channel(s)
Implementing new technology
Streamlining/improving processes
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