What’s the Difference Between a Call Center and a Contact Center?

The terms “call center” and “contact center” are often used in the same context, but they’re not necessarily interchangeable. Both provide ways to communicate with customers, business partners and sometimes vendors, but they aren’t the same thing. So, what exactly are the differences between a call center and a contact center? We’ve put together a […]

The Real Cost of 911 Abuse

We’ve taken a look at some of the silliest, most misguided instances of people calling 911 for the wrong reasons. And there’s nothing wrong with taking a few minutes every now and then to sit back and enjoy a funny story.. But the truth is, there’s a downside to those abuses of the 911 system […]

4 Expert Tips for Improving Your Contact Center Customer Feedback

Honest, open feedback is one of the most important elements of a strong relationship between a contact center manager and employee. A back-and-forth dialogue between a manager and his or her workforce is crucial to the success and efficiency of any good center. But there’s another kind of feedback that is even more important: The […]

5 Ridiculous 911 Call Stories

It’s incredible, really, that there are still people out there who don’t seem to know when it is and isn’t appropriate to call 9-1-1. On another level, chronicling the mystifying, often hilarious, usually misguided world of funny 911 calls makes us feel like Al Pacino in The Godfather, Part III: Every time we think we’re […]

7 Pro Tips for Contact Center Managers

Management can be a tricky job to do well, particularly when it comes to managing a call center or contact center. After all, a call center manager is dealing with both people and technology - two areas that can be challenging if you don’t have the best working for you. But there are certain things that […]

The 3 Most Important Components of Effective Call Center Technology

There are new and exciting developments happening in call center technology all the time. So many, in fact, that it can often be easy to get caught up in the lure of a new product without considering how helpful it will actually be to your center. Flashy ideas are great on the surface, but what […]

How Does Physical Security Information Management Work?

Physical security information management is one of the most important developments in the history of public safety technology. PSIM is a type of software that integrates multiple security applications and devices and runs them through a single, all-encompassing interface. Why is this so groundbreaking? Because PSIM can collect and sort data from different, unconnected security […]

Why IT Support Agents Need the Latest in Call Center Software

One of the best things that any business can do is be on the lookout for new innovations that can help it be more successful and efficient. Even if a business is working at peak performance, that doesn’t mean they can afford to stop looking for ways to make things run more smoothly. That’s especially true […]

Books Every Call Center Manager Should Read

Managing a busy call center can be an incredibly challenging job, and it often might seem like, with all of the non-stop changes and innovations coming to the industry, it’s impossible to find the right guide for a manager who needs some tips or just a little help. But as it turns out, there’s a […]

5 Ways to Help Your Contact Center Employees Relieve Stress

The general public doesn’t often think of contact center work as particularly stressful. However, customer service can be an extremely stressful profession. Contact center employees have to deal with any number of possible stressors, from angry customers, to ineffective training, to staying on top of new policies or procedures that may have just been put […]