• Research Shows Customer Service Leaders Struggle Balancing Cost and Customer Satisfaction

    A vast majority of customer service managers or decision-makers say that providing “good customer service” is among their top strategic priorities; however, a majority struggle with the act of balancing cost and customer satisfaction. In fact, only 37 percent of companies have a dedicated budget for customer experience improvement initiatives, according to a recent whitepaper from top industry analyst...

    Read more
    Read more
  • What Kind of Call Center Software Are You Looking For?

    Is your call center looking to take advantage of existing infrastructure? Would you like it to operate on a user-friendly platform? Are you interested in taking complete control as an agent? If you’ve answered “yes” to at least one of these questions, then it may be the right time to put the pedal to the metal and do a...

    Read more
    Read more
  • Vocalcom Ramps Up Westcon Group’s Entrance into the Contact Center Market

    Here at Vocalcom, we’re pleased to reveal our new partnership with Westcon Group, a value-added reseller (VAR) of category leading unified communications (UC), network infrastructure, data center and security solutions. Vocalcom hangs it hat on bringing today’s most disruptive and transformative call center solutions to market. Needless to say, we’re more than happy to reveal that Westcon resellers in...

    Read more
    Read more
  • Top Threats Facing Your Contact Center

    Incorporating stellar call center software is of the utmost importance for any flourishing business, regardless of its size. That’s because the right solutions are often your first line of defense in proactively preparing for threats against your contact center. As you sharpen the pencil and take out the calculator to figure out how to weave these solutions into your...

    Read more
    Read more
  • Facebook Can Capture Leads, Secure Sales When Your Call Center Loses Power

    In previous blog posts, we’ve discussed the importance of deploying an advanced hosted call center that boasts social and mobile support, as well as the difference between disaster recovery (DR) and business continuity (BC) for your business. This kind of solution can secure sales and leads if your business for any reason encounters downtime, whether it is affected by...

    Read more
    Read more
  • Have You Attained the ‘Final Phase’ of the Customer Relationship?

    There’s a difference between customers with childlike inhibitions – ones who may know what they want but are unsure of how to go about getting it – and customers who are unsure of what they’re looking for altogether. At this point, your customers may be in that awkward “teenage” phase (you know, a time of uncertainty and confusion yet...

    Read more
    Read more
  • Healthcare Industry Poised for Future Contact Center Expansion

    Contact centers are crucial in various business industries. Among the top is the healthcare industry – a sector that is bracing itself for serious contact center growth in the near future. In a space where clear and efficient communication is heavily relied upon, healthcare organizations are beginning to look beyond traditional communication strategies and instead turn to revolutionary, up-to-date...

    Read more
    Read more
  • Two Simple Ways the Right Call Center Software Can Amplify Customer Strategy

    The right call center software should support your call center’s customer engagement strategies, not stifle them. This is where disruptive, cloud-based call center software comes into play. It’s time to throw away legacy software that keeps your operations confined and implement a cloud-based call center software solution that helps amplify your customer strategy. Below are two simple and cost-effective...

    Read more
    Read more
  • Three Agent Problems Your Call Center is Probably Facing Right Now

    Regardless of your position in the contact center journey, whether it is as the CEO of a startup with only 10 staff members or a business executive overseeing the branch of a large enterprise, call center solutions are imperative when facing common problems.  Let’s take a look at a handful of issues that your call center may be frequently...

    Read more
    Read more