Public Safety Solutions: The Technological Advances that have Reshaped the Dispatch Center

Though technological innovations can often raise difficult ethical questions and exist in a grey area, there is little contention or hesitation over their place in advancing public safety. Whether it is an elderly person who can reach out with the press of a button for help after a fall or a new mom who can […]

What is VDI? The Buzz Around This Innovation

Have you been wondering what exactly VDI is, and why IT keeps recommending it? VDI stands for Virtual Desktop Infrastructure, and just in case you’re really lost – IT stands for Information Technology. Virtual Desktop Infrastructure, in short, untethers the whole desktop complex (operating system, apps, saved files, preferences, and security profile) from its physical […]

5 Ways to Amp Contact Center FCR

One man’s jargon is another man’s key to unlocking success in his vocation, and though “FCR” may seem impossible to differentiate to some from the many other arcane acronyms that populate industry shop talk, to many contact center managers and supervisors, its importance can’t be understated. FCR, or first call resolution, is, as its full […]

Texting and Contact Center Customer Support

The average American exchanges a whopping 914 texts a month. That comes to around 30 texts a day, and the figure is doubled for those between the ages of 18-24. While some of these texts are definitely lovers exchanging xoxos and friends trading stories and jokes, many are working out scheduling conflicts or troubleshooting arrangements […]

Verint SMC: Situation Management Just Got Easier

The reality facing today’s public safety and security communities is that the technological infrastructure supporting situation management is often complex and inefficient. Employing a mixture of systems, these elements are often based on proprietary platforms that make it difficult to unify emergency communication. Imagine having one interface that takes relevant data from all of your […]

SMS & Contact Centers: A Perfect Match

Throughout the last year, there has been more and more talk of the where SMS might fit into the current contact center climate. Not only are there now quite a few cloud services that offer easy platforms on which to cultivate SMS-driven interactions, but also, these carriers are permitting inbound SMS to any toll-free number. […]

Why the Retail Industry Should Consider Outsourcing Customer Support

A hot topic in the contact center industry has been whether the retail industry should outsource its customer support. Marked by customers with high standards, margin pressures, and seasonal spikes in demand, it is one of the biggest and most competitive markets. In such a tough climate, the differentiating factor between success and failure often […]

Notable Trends in Customer Contact Analytics

Last July, ContactBabel issued their “Inner Circle Guide to Customer Contact Analytics.” It included comparisons between the front runners of contact center analytics technology, official statements of execution and the results of trial and error, as well as a manual for how to build ROI (return on investment) models. Let’s hone in on a few […]

What Agents Are Looking for in a Schedule

For managers, a lot of thought goes into mastering the art of scheduling. Determining and assigning shifts can be a difficult and time-consuming process, but it is an activity that needs to be done in every contact center. Instead of guessing what the agents want when creating the schedule, the following tips may be helpful […]

New Year's Resolutions for Contact Center Supervisors

December is coming to an end. And with 2015 just around the corner, it is only natural to think of the changes you hope to implement within the workplace. As you transition to the New Year, consider adding these noteworthy goals to your New Year’s resolution list. 1) Be a teacher and a student. As […]

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