Contact Center

The Benefits of Call Centers for eCommerce

High-quality customer service is a differentiating point for eCommerce companies. Today’s cloud-based contact center solutions allow eCommerce companies to deliver great customer service even when serving geographically differentiated customers or…

Technology Trends

Technology Trends for Call Center Clients in 2023

If there’s one thing that’s constant in business, it’s technological change. With consumer expectations of contact centers at an all-time high, staying ahead of the customer service curve is vital….

Customer Service Benefits

The Benefits of Dedicated Customer Service Reps

The customer experience is everything. Your brand reputation hinges on the quality of customer interactions – which is why having dedicated customer service representatives is so vital. But too many…


Self-Service is the Hot Trend in Customer Contact

No one likes to rely on other people for help. There’s something empowering about solving our own problems – we get to do it our way and without taking time…

Automatic Distribution Centers

What is Automatic Call Distribution (ACD)?

As your organization grows or you release new products or services, you’ll also experience an uptick in inbound call volumes. While your receptionist might be able to handle those calls…

Customer Optimization

How Your Contact Center Can Optimize the Customer Experience

You’ve heard of customer service and the customer journey. But what about the customer experience? Customer experience (CX) measures how your customers feel about your brand as a result of…

Must Haves

Does Your Contact Center Have These Three “Must Haves”?

Gone are the days of the traditional call center setup. Today’s customers want to be able to get in touch with brands on their own terms – and on the…

Call Recording

Using Call Recordings to Improve CX

The customer experience is everything. So, ensuring that your contact center is able to provide high-quality, efficient, and effective support is vital. Call recordings can deliver the feedback and data…

Preparing for holidays

Is Your Contact Center Ready for the Holiday Season?

Black Friday and Cyber Monday are weeks away, with Christmas and New Year following hot on their heels. These four days represent the biggest shopping events of the year, and even…

How Call Centers Evolved into Experience Centers

How Call Centers Evolved into Experience Centers

When it comes to customer satisfaction, experience is everything; therefore, the traditional call center has evolved into a modern counterpart aligned with the always-on, multi-channel customer experience. In a world…

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