global industrial

Global Industrial Reduces Customer Wait Times to Improve Satisfaction

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A subsidiary of Systemax Inc., Global Industrial has spent over 60 years as the leading supplier of private label and brand name industrial equipment and supplies to businesses throughout North America. The company sells more than 1,000,000 industrial, material handling and business products through its website, corporate sales and catalogs. Obviously, customer support is an […]

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Employee Motivation in Your Contact Center

10 Ways to Increase Employee Motivation in Your Contact Center

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Employee motivation is one of the most intense challenges faced by contact centers today. With Millennials now the largest living population, they will represent 75% of the workforce by 2030. This up-and-coming generation is having a major impact on contact center growth and is driving an evolution in company culture, especially around the concept of employee motivation.   Here are 10 ways contact […]

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data collection

Virtual Agents in the Contact Center: Data Gathering Made Easy

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When it comes to reducing expenses within contact center operations, one of the best ways to do so is to reduce the amount of time that live agents spend on the phone. With that being said, one of the biggest time-consumers of live agent minutes comes from repetitive and tedious data gathering. This happens on […]

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Gartner CCaaS MQ

Looking to Replace your On-premises Call Center Software? Take a Look at this New Gartner Report

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For the fourth straight year NICE inContact has been named a Leader in the Gartner Magic Quadrant for Contact Center as a Service (CCaaS)[i]!  We’re proud to be recognized with the highest overall position in Ability to Execute (weighted toward current product, customer experience, and sales execution) and by our strong placement in Completeness of […]

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CCaaS

Quantify your Contact Center Success with CCaaS and KPIs

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In our last post we talked about how using a “Contact Center as a Service” (CCaaS) may be a better use of resources as opposed to purchasing and maintaining contact center technology in your own data center. A CCaaS offers greater financial flexibility and eliminates costs associated with ownership and obsolescence. The final question in […]

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