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The Relationship of the Cloud and Contact Centers

“A big part of this is the contact center, not just because the cloud provides great business value here, but also because it’s increasingly being tied to other things that … Continue reading The Relationship of the Cloud and Contact Centers

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7 Benefits of a Cloud Contact Center

Many are confused when it comes to the difference of a cloud contact center versus the traditional one. Go Mindsight points out that, “It refers to whether the contact center … Continue reading 7 Benefits of a Cloud Contact Center

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How To Motivate Employees in Contact Centers

All companies need to have well-motivated employees. This also holds true when it comes to contact centers. Nice InContact reports that centers must find the right people. Finding the right … Continue reading How To Motivate Employees in Contact Centers

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Assessing What Needs To Be Transformed in Contact Centers

“Leaders want their agents to be flexible and self-motivated. Yet I’m perplexed when I see contact center leaders that are often their own worst enemies and resisting change,” Customer Think … Continue reading Assessing What Needs To Be Transformed in Contact Centers

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Analytics: The Secret in Improving Contact Center KPIs

“It might be impossible to please all your customers, but the rise in data analytics may play a key role in helping contact centers find a happy medium between customer … Continue reading Analytics: The Secret in Improving Contact Center KPIs

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