• Avoid Being in the 70 Percent of Companies with Bad Twitter Etiquette with the Right Call Center Software

    We’d like to invite you to take a quick walk in your customer’s shoes – more specifically, the thoroughly uncomfortable shoes worn immediately after enduring a horrible customer experience. Of course, you’re one of the millions of technologically-savvy consumers who take to Twitter to share your thoughts on everything from the latest movie to weekend plans to, most importantly,...

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  • Analysts Explain Why Unified Communications is Dominating the Contact Center

    Anyone entrenched in the contact center space knows that the need for better communication and collaboration tools is a pressing one. But this is an “easier said than done” kind of situation, especially considering how rapidly new and improved technology and solutions emerge to the surface. It’s enough to make even the most skilled contact center manager’s palms a...

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  • Part 3 – Are You Reaching All the Customers You Can? How Twitter Can Help

    In parts one and two of this series, we detailed ways that two huge brand names – Paramount Pictures and Etsy – leverage Twitter to remain thought-leaders in their respective spaces. Twitter continues to gain traction in the customer service space regardless of specialty. For example, your call center solution could integrate social media to help enhance your digital...

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  • Part 2 – Are You Reaching All the Customers You Can? How Twitter Can Help

    Twitter is the kind of tool that virtually any industry can leverage to realize unique advantages and obtain its ultimate objective. Whether you’re a startup restaurateur looking for innovative new menu options, a florist hoping to better promote its super competitive wedding package specials or a radio show attempting to hold more polls and contests, Twitter is the place...

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  • Part 1 – Are You Reaching All the Customers You Can? How Twitter Can Help

    Your business wants to lock in sales and directly engage with its consumers. You’re analyzing critical data, tracing whole calls and investing in high-tech agent software…but are you paying enough attention to Twitter? With over one billion new tweets every week, over 200 million users and 450,000 new accounts opening every day, it is clear that right now consumers...

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  • Customers vs. Employees: Is There Really Any Debate?

    We can’t believe that there is a currently existing debate about whether the customer or employee is more important. But alas, there apparently is such a conversation going on. Among the many varying monstrosities and slip-ups that a company can make, devaluing your customers or employees in any fashion is among the very worst of them. We’ve heard a...

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  • Top Tips for Securing a Successful Web-Based Contact Center

    For call center managers and executives looking to stay ahead with the latest industry trends, implementing a Web-based contact center is only the first step. After that, it’s up to them to ensure the system effectively streamlines company workflow and tailors to their individual business goals. What can you do to ensure a successful contact center? Here are three...

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  • The International State of the Contact Center

    The telecom industry is certainly not unaffected by the revolutionary whirlwind known as globalization. As the world becomes smaller and networks of communication and business become more diverse, contact centers are experiencing immense growth on an international scale. This progressive movement is evidenced by a series of recent developments taking place across the globe.   For example, in response to...

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  • Businesses Stand to Benefit from Maintaining Domestic Call Centers

    It’s no secret that some companies outsource their call center services overseas. Unfortunately, for those companies, that move may result in deteriorated customer service. We’ve all been there before; frustrated by a product that’s not working, we call customer support and are finally connected with an employee who we can tell learned English as a second language. That voice...

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