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.
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?
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.
Date
Post
Jan
21
Telecom Rising to the Occasion
In the post Covid-19 world, establishing a virtual presence and dependency on connectivity has increased. Telecom networks must be highly available and quickly scalable.
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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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Jan
15
Innovation Drives Nontraditional Private Network Deployments
Nontraditional private networks drive innovation through secure, cost-effective solutions.
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Jan
13
Three Reasons Why Businesses Should Integrate Their Crm With Their Contact Center
Removing the silos between CRM systems and customer engagement platforms can provide a number of business benefits.
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Jan
06
Two Lessons 2020 Taught About Customer Service
2020 provided two key lessons for customer service organizations – the essential nature of mobility and the need for call deflection.
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Dec
18
Opportunities in the C-Band Abound
The C-band auction in the United States is drawing lots of attention, and proceeds. As anticipation rises for the outcome of the auction, Aniruddho Basu explores opportunities that lie in the C-band spectrum.
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Dec
16
Two Things Businesses Can Learn From Reporting
Supervisors can use reporting to analyze their configuration and resourcing and gauge individual representatives’ performance.
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