Customer Service vs. Customer Engagement - How Do You Know Which You Need?

Great contact center managers know that there’s an important difference between customer service and customer engagement. Customer engagement - and, going one step further, customer experience - is talked about much more these days, but customer service on its own still has its place in the contact center-customer interaction. Here’s a quick rundown of the difference […]

One Customer Service Expert’s Take on Where Customer Experience is Heading

At the end of last year, Blake Morgan, a Customer Service expert, author, and veteran of companies like Verizon and Intel, wrote an article for Forbes magazine, Customer Service Is A $350 Billion Industry, And It's A Mess. In it, she looked over the emerging trends that are dictating the current customer service landscape, and […]

Why Do You Need Workforce Management Software?

The modern marketplace is a fast-changing place. In a world where information is available at the touch of a screen - not even a button anymore - companies have to work hard to manage their workforces and keep pace at the same time. Efficiency is the key to being successful in this modern world, and […]

Physical Security: Updates in Tech

It seems like every time you turn around, something new is happening in the world of technology. Things evolve and change at a quick pace and it’s no different when it comes to public safety. The latest developments in public safety technology include things like video analytics, drones, wearables, and data capture apps. Here’s what’s […]

Best Practices in Virtual Contact Center Agent Training

Often your call center agents are literally the voice of your company. For this reason, it’s important to make sure they are trained properly and in accordance with the standards that are acceptable in your company. Following best practices for contact center training can help ensure you provide the ultimate training experience for your employees, […]

Artificial Intelligence in the Contact Center: Working with, Not Replacing, Human Agents

As effective as AI and automation can be for your contact center, in terms of managing simpler customer issues, speeding up wait times, and facilitating quick solutions, the idea of automating more of your customer service is bound to make at least some of your employees nervous. After all, they’ve no doubt heard the talk […]

What is Voice Biometrics and How Can it Benefit Your Business?

Identity theft is a serious concern for everyone these days, and companies must do what they can to protect their customers’ personal information. Security and fraud have become major concerns for businesses in all industries. Voice biometrics can help provide secure and authentic customer service through your call center by improving authentication processes. Speech recognition […]

How To Map Successful Customer Experiences in Your Contact Center

A customer experience map can help provide a number of insights into the experiences your contact center is providing for your customers. Business is gained by controlling your customer’s experiences with your organization. In order to control your customer’s experience, you must first have a thorough understanding of what that experience is. Here’s a four-step […]

All About Live Chat and Chatbots in Your Contact Center

Live chat used to be the fastest growing method of communication with customers, but that position is now being held by chatbots. It seems like more and more tasks are becoming automated these days. This includes contact center activity - but are customers willing to accept this? Here’s everything you need to know about live […]

Best Public Safety Conferences To Attend In 2018

Public safety is an industry where keeping up with the latest trends and information is very important. Thankfully, there is no shortage of conferences you can attend to glean the latest and greatest information. Whether you are on the frontlines as an EMS provider or working the phone lines as a 9-1-1 operator, here are […]

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