Revealing the Benefits of Unified Call Center Solutions

Operating a successful call center is much like the old variety show act of plate spinning. The goal is to keep several plates, elevated by mounted sticks, spinning at the same time. In order to do this, you have to run back and forth giving slowing plates a spin. Once those plates are going, inevitably […]

Why Recording Calls Is Crucial to a PSAP’s Success

Evaluating the voice recordings of your public-safety answering point (PSAP) staff can be a time consuming process but it is the best way to monitor the capabilities, compliance, and effectiveness of staff. If you don’t listen in once in awhile, you could be missing issues that could easily be corrected and lead to faster problem […]

5 Digital Trends in Customer Service That Are Not Going Away

Enterprises looking to beef up the customer service experience they provide have a wealth of contact center solutions to consider. New innovations seem to be cropping up everyday, many which embrace the digital technology currently available to keep customers – and employees – smiling. In order for any customer service initiative to be successful, it […]

Big Data in the Customer Service Environment

It’s hard to talk about customer service metrics and strategy today, without bringing up the role of Big Data. What exactly is Big Data and what role should it play in your overall customer data management strategy?...

« Previous 1 2 3 4