move to cloud

Improve Experience at a Reduced Cost – Move to Cloud

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The modern contact centre is evolving. Studies show that the “best-in-class” are optimizing their services and data flows to empower their contact centre agents with relevant information and proactively manage their customer journeys.  How do they do it? Many companies are looking to the cloud to get them there. Today, almost one in two contact […]

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training call center agents

6 Tips for Training Call Center Agents

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Agents are a contact center’s most valuable resource; ultimately, they drive the satisfaction and the experience of customers they interact with. However, they are also the most expensive resource – typically, 60 to 70% of an operation’s total expenses. When it comes to managing their most valuable (and most expensive) resource, contact centers spend considerable […]

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contact center etiquette

Watch your Etiquette! 7 Tips for Improving Contact Center Etiquette

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Hold the door. Be on time. Common courtesy is always a good bet. Cliché, but true. Even in customer service (where manners are paramount), it never hurts to be reminded. Contact centers are lively, energetic places with lots of activity going on. Respecting and protecting time, people, and processes is key. Be mindful of these tips […]

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