Mar 24
Three Ways A Screen Pop Can Improve Customer Service
A screen pop can be a powerful aid for service representatives when they receive a new customer interaction.
Mar 19
One Method To Provide A Better IVR Experience
The goal of an IVR is to quickly get customers to the right person to handle their call, but what happens when the IVR fails?
Mar 10
Four Configuration Options Critical For Progressive Dialer Success
These four Progressive dialer configuration options below are essential in making outbound campaigns successful.
Date
Post
Mar
03
Three Use Cases For Contact Center APIs
In the contact center space, businesses use APIs in many ways, but there is a single goal – increased efficiency.
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Feb
24
Two Ways Real-Time Monitoring Can Improve Customer Service
With real-time montoring, customer service supervisors can quickly react to customer service issues and improve customer satisfaction.
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Feb
17
Three Ways To Keep Existing Customers Engaged
Repeat customers are key to business success. How can businesses use a contact center to keep existing customers engaged?
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Feb
10
Improving Remote Customer Service Through Gamification
To combat the loss of output and face-to-face connection, many contact center solutions offer “gamification” features for remote agents.
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Feb
03
Three Misconceptions About Average Handle Time
Businesses often use Average Handle Time to measure customer service success, but is it a reliable metric?
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Jan
27
What Does HIPAA Compliance Mean For a Contact Center?
A medical entity’s contact center platform must comply with HIPAA regulations for the medical entity to be compliant.
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Jan
20
The One Contact Center Feature That Nobody Thinks About – But Should
Rather than looking at functionality when comparing contact center vendors, businesses should focus on integration capability.
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