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 […]

Why You Need LCD Monitors for Your Contact Center

When outfitting a new contact center, or refreshing the technology used in your existing contact center, it’s a good idea to take a look at how the latest hardware and software can help to make your organization function as smoothly as possible. From team member comfort and ease of use to the experience that will […]

Choosing the Best Mouse and Keyboard for Your Contact Center

Your computers already have enough tangled cords coming out of it. You can get rid of the majority of them by going wireless. The best ergonomic keyboard for your contact center will help ease carpal tunnel. However, it may not look like your traditional keyboard. Some may be wireless or have the keys rearranged differently […]

4 Mistakes Your Contact Center Should Avoid

We all get frustrated when we call customer service for help only to get a response of, “Can you hold for a moment?” That moment can easily feel like forever. Here are some of the worst mistakes a contact center can make – and how to avoid them. Putting Callers On Hold There is nothing […]

Calling 9-1-1 Is Just the Beginning

In an emergency situation, Americans are taught to call 9-1-1. The standardized emergency number has a rather short history, but has quickly become the model of what to do when you need help. With a quick call, you can be sure a team will be dispatched to your location and provide you with whatever type […]

Verint Media Recorder Customer Feedback – Assessing Customer Beliefs Correctly

Companies invest a considerable amount of time and money into gathering feedback from its valued customers. Despite their best efforts, most companies end up gathering inaccurate data from their customers. Verint Media Recorder Customer Feedback enables companies, especially call centers, to acquire the truth about what their customers truly think about them. Here is a […]

3 Tips for Creating the Most Effective Employee Schedule

While it is vitally important to every call center to offer quality service to customers, that cannot happen unless your employees arrive at work promptly, and when they are scheduled. Even if you use scheduling software, many small adjustments need to be made on an almost daily basis as employee needs change. Many times these […]

Verint Media Recorder Performance Management: Meeting Needs, Exceeding Expectations

For any call center, standardizing performance metrics can be difficult and time-consuming. Verint Media Recorder Performance Management can help make this tedious and difficult task rather simple. As a unified solution, it provides you with the set of tools and structures needed to not only track but also monitor and improve the performance of your […]

Empowered Employees Deliver Satisfied Customers

The obvious goal of every call center is to maximize their company’s profits by increasing revenues and minimizing costs. All too often, however, enterprises focus on one side of the equation – to the detriment of the other. One vital but often overlooked dynamic provides a strategy to achieve both: As the two principal stakeholders […]

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