Verint Media Recorder - Customer Feedback Software

Providing quality customer service is one of the main goals of most contact centers. By promoting strong customer service, contact centers are looking to drive their performance and improve their organization’s position in today’s competitive market. With so many companies working towards the same goal, it is natural to wonder exactly what the customer’s think […]

TDOS: A Threat To Emergency Communication

TDOS (Telephony Denial of Service) is an ongoing threat to basic public safety communications. Information gathered from a multitude of jurisdictions continues to show that this kind of an attack remains a serious threat to public safety. Perpetrators identify a network and then flood it with incoming calls, tying up the network and blocking any […]

FCC: PSAPS Must Be Capable Of Receiving 9-1-1 Texts

Federal Communications Commission Chairman Julius Genachowski addressing public safety officials in Arlington, VA. last month, spoke about the need to adapt to modern communication: “It’s time to bring 9-1-1 into the digital age.” Genachowski went on to say he would initiate a proceeding to gather public opinion how best to transition from current emergency communications […]

What to Look For in a CRM System

CRM, or Customer Relationship Management, solutions are a valuable tool for many companies, including contact centers. In a nutshell, CRM is a system for managing a company’s interactions with its customers, utilizing technology to streamline processes such as sales, customer service and technical support. There are a variety of useful products on the market, including […]

How to Maintain Security in the Cloud

As a relatively new development in technology, many companies are beginning to adopt the cloud in their everyday business functions. The cloud is the Internet, meaning a series of servers that communicate to one another, enabling the user to check email, collaborate with other users and store files. This information is completely online, meaning that […]

The Pros and Cons of Call Scripting

Call scripting is one of the “hot topics” in the contact center industry, primarily because there are so many opinions on the subject. There are many people in favor of call scripting, while many still remain against it. Do you already do it in your contact center? Are you thinking about incorporating it? If yes, […]

5 Phrases a Contact Center Agent Should Never Say

There are many times in the course of a day that an agent may be stumped by a question or frustrated with a difficult client. No matter their struggles, though, it is important that they keep their cool while in contact with the client. This article will touch on some of the phrases that many […]

How to Incorporate Banked Hours into Scheduling

When it comes to agent scheduling in contact centers, flexibility is the name of the game. On the one hand, employees are always searching for flexibility in the hours they work. Contact centers, on the other hand, require flexibility so that they can supply the appropriate number of agents to keep up with varying demand. […]

5 Secrets to Running a Successful Contact Center

There are hundreds, if not thousands, of things to consider when running a contact center. From choosing the best equipment to hiring agents to optimizing the scheduling, it can be easy to get caught up in the details. Successful contact centers, however, know how to balance all of the requirements along with all of the […]

How to Handle Homeworking Agents

Virtual agents are a quickly growing trend, forcing many companies to consider the option for their company. While there are a few compromises and downsides to having virtual agents, there are a host of advantages as well. Not only are agents working from home shown to be more productive than those in a physical office […]