• How Can the Enterprise Transform the Customer Experience?

    Customer service in the enterprise can often be a double-edged sword. On the one hand, the financial resources involved are often vast, allowing for the enterprise to deploy strategic solutions to any remote or geographically dispersed branch office. And if they are deployed in the most effective way, this will lead to the best possible situation for the customer,...

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  • The Complexity of the Contact Center Customer Ecosystem

    When it comes to customer service, getting it “right” feels like the easiest thing in the world. Just ask the customer what they want, surely. The problem with this approach, though, is that customers often have varying needs and priorities depending on their circumstances. Furthermore, customers have preferences in how they engage with contact center agents. While the emergence...

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  • Which Technologies Does Your Call Center Utilize?

    With every new technology, there will always be the classic early adopter – the one who bravely paves the way for others – as well as the company who prefers to steadily work its way towards implementing the latest tools. When it comes to call center applications, however, the quicker your call center utilizes the market’s most transformative technology...

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  • Thirty Percent of Brands use Twitter for Customer Service

    As we all know, customer service is not a one-size-fits-all kind of deal. That’s why it’s incredibly important to make use of multiple mediums and choose the channels that best meet your customers’ needs. Just look at Twitter. What does this social channel have to show for itself? ·         Twitter has over 150 million registered uses, with 140 million...

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  • Eliminate Meaningless Inquiries with Advanced Listening Software

    To fully capitalize on your existing call center software, you have to know where and when to apply it. One way to do this is by setting up a listening program; however, many are still in the dark as to what exactly this kind of technology entails. Below, we offer you a quick glimpse. A listening program can be...

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  • Are Too Many Managers Ruling Out Employees Because of Age?

    There are two million more jobs in the workforce today than there were 15 years ago, which means there’s far more competition for available labor. Add to that all the temporary jobs that will soon become available to handle increased holiday demand, and the best employees will quickly be taken. In times like these, how can a company find...

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  • What the New iPhone 5s Means for the Contact Center

    Just a week or so ago, the world was filled with video footage showing people from the U.S. all the way to Japan standing in line overnight outside of an Apple retail store. They were lined up to buy the new Apple iPhone 5s, and nine million of them walked away with one (and that was just the first...

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  • The Evolution of Enterprise Communications Technology

    Enterprise communication technology has made enormous leaps forward in the past few years with the development of cloud technology, smartphones and the integration of connectivity into consumers’ everyday life. By taking a look back at the progress over the last few decades – from the typewriter to the advent of the cloud – it is exciting to think of...

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  • Top Ecommerce Sites Are Rapidly Slowing: How Is Your Contact Center Managing?

    We supposedly live in a world of high-speed browsing, when in actuality, we live in a world where Internet speed is a slow but surely ticking time bomb. Consider that back in December 2011, the average load time for a site was about 5.94 seconds. Fast forward to March 2013 and that number has increased to 7.25 seconds. This...

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