modernize

Operations Leaders – it’s Time to Modernize the Contact Center

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If you are an operations leader for a medium sized organization, modernizing your contact center should be top of mind. As technology used in contact centers has become more specialized and capable over the past few years, your contact center may be approaching functional obsolescence. However, modernizing the contact center cannot, and should not, be […]

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CRM

CRM and Contact Center Solutions Work Best Together

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I hear a lot of discussion about whether companies should use their CRM or contact center solution for agents. The right answer, I believe, is both. Let me explain. Customer Relationship Management (CRM) applications, such as Salesforce, are critical applications within a contact center and excel at: Retaining transaction history—critical context necessary to help a […]

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open cloud

Summer: Time for Open Roads and Open Cloud Platforms

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We are halfway through summer and I have one of the great summer traditions on my mind – the road trip. While most of us spend a fair amount of time our cars, often stuck in traffic during our commutes, the road trip is special. A big part of what makes road trips such a […]

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crm

Increase Contact Center Efficiency with CRM Integrations

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Efficiency. It’s a buzzword that has been around a long time in the business world. We are constantly asked to do more and increase efficiency. There is no department where this is more true than in the contact center, and one way to increase efficiency is with integrations. The customer experience can be improved upon […]

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interactions

The Customer Experience Revolution is Happening – Don’t Miss Out!

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If you weren’t able to get to Interactions 2018 in Orlando in May, OK, we admit it—you missed a pretty great conference. The customer experience revolution, folks, is on! Conference participants enjoyed terrific keynote speakers and learned from thoughtful and insightful presentations and workshops. Not to mention the in-depth, interactive sessions that were part of […]

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cloud

5 Ways to Optimize and Enhance your Contact Center with Cloud Technology

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It’s no secret that quality customer interactions are the foundation of customer experience and investing in customer experience technologies is a priority for companies to win, support, and retain customers. As the digital landscape continues to evolve, businesses in all sectors face the challenge of adapting their strategy to stay competitive, and adjusting their infrastructures […]

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contact center

2018 Contact Center Summer Reading List

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Summer brings longer and hotter days, and for me it’s usually a time I like to catch up on my reading. I’ve compiled a few articles below that could help you stay on top of the hot contact center trends, but from the comfort of your air conditioning. Cloudy to Clear – Are you getting […]

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