Contact Center

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…

Agile Staffing Model

Your Contact Center Needs an Agile Staffing Model

Flexibility and adaptability are two key themes in 21st-century business. The brands able to immediately course correct in order to meet changing customer needs are the ones that prevail. That…

Contact Center Fosters Loyalty

6 Contact Center Practices that Impact Customer Loyalty

Your contact center is a critical point of customer interaction. Customers who have a positive experience will feel connected to your brand and will be more likely to continue to…

Call Center Tactics

What Are Call Tracking Metrics & Why They Matter

Being able to seamlessly and professionally handle inbound calls is critical to your organization’s success. Even in an omnichannel world where customers and donors can get in touch via email,…

Business Continuity Plan

Ensuring Business Continuity Through Your Contact Center

Your contact center is critical to your organization’s success. But as the customer journey has evolved, so have customer expectations. Your customers, clients, and donors expect to be able to…

survey

Driving Customer Satisfaction with Survey Collection Solutions

A great customer experience is critical to your organizational success. Strategically sourcing feedback and qualitative data from service recipients and donors help you identify what’s working – and what can…

contact center data

How to Analyze Contact Center Data

Contact center data can provide powerful insights into your business operations, helping you identify leads and increase and improve your service levels. Don’t be among the 61% of businesses who fail to…

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