High-Tech Public Safety Centers Aren’t Just for Big Cities Anymore

Real-time public safety technology has been on the market for years, but up until recently, it’s mostly been implemented in large cities - places like New York and San Francisco, for example. From gunshot detection technology, to real-time video feeds, to facial recognition technology, much of what’s available seems almost futuristic. When it comes to […]

4 Customer Engagement Trends For the Financial Services Industry

Like every other sector of business, the financial services industry is being reshaped by new and changing technology. These changes are happening in the way these organizations do business, but also in the way they market themselves and engage with their customers. Customer service and engagement are crucial to businesses in this industry, as it […]

How Voice of the Customer Can Help With Customer Engagement

Voice of the customer is a term used to describe the processes your business uses to get your customers’ feedback about their experiences and expectations of your products and services. VoC can be captured in a number of ways, including direct discussions or interviews, surveys, complaint logs, focus groups, and observation. So why should you […]

13 Stats Every Call Center Manager Should Know (Infographic)

Did you know that one out of every 25 jobs in America is in the contact center industry? Or that a full 40 percent of contact centers have no analytics tools, even though analytics is predicted to become vitally important over the next five years? Contact centers and the customer service they provide are hugely […]

The Movement From Scripted Empathy To Real Conversations

What is “scripted empathy,” and why has it been taking such a beating lately? Scripted empathy is the term used to describe an interaction on the phone with a customer service representative that includes some kind of standard apology or explanation. Now, you might already be thinking that a scripted apology would be a bad […]

How to Improve the Workplace for Your Contact Center Agents

Happy employees are productive employees -- that’s why continually improving your contact center for your agents is critical. In fact, a well-designed contact center can increase productivity by up to 20%. To help you make your call center a more ideal (and productive) environment, we've put together these helpful tips. Noise control Contact centers are […]

How to Improve Your Contact Center

Contact centers are living organisms. They grow, fluctuate, and change. Most importantly, with the right team, they improve. Whether you're looking to add to your call center after a change or growth in your company, or even pushback from your customers, we've got you covered. Below are a number of ways to improve your contact […]

Achieving Upper Management Buy-in for New Technology

There is a disconnect between the agents who use contact center technology and the upper management who control the budget and could approve its upgrade. This disconnect can make it hard for workers and middle management to get the technology they need to improve their productivity and results. It isn't a lost cause, however; you […]

How Big Data Is Helping Prevent Crime And Make Cities Safer

Slowly, but surely, data analytics is beginning to see use in nearly every facet of our lives. Compiling and analyzing huge amounts of data can bring about some surprising and advantageous discoveries. For instance, police departments across the nation have found that they can use big data to predict and help prevent crime. The Los […]

Contact Center Hiring Tips

Call centers are known for having some of the highest turnover rates in any business. This means the hiring process is nearly constant, and that can put a lot of strain on management, taking up time and energy. The best way to cut down on the amount of time spent hiring is to do it […]