• How to Answer the Call of Driving Your Contact Center to the Digital World

    If you haven’t thought about driving your contact center to the digital realm yet, then you’re looking at a long and most likely challenging road ahead. You may be wondering why you need to adapt to more modern technologies when you’ve been satisfied with traditional voice communications for years now. So if you’re asking, “why do I need to...

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  • What is a Web-Based Contact Center?

    Everything is moving to the Internet today. The fact that consumers today prefer engaging over the Web is indisputable; every minute, over 630,000 GB of global IP data is transferred, and by 2015, the number of networked devices will be twice that of the global population. Of course, the contact center is shifting to reflect this proliferation of the...

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  • Top Benefits of a Web-Based Contact Center

    In short, the Web-based contact center leverages the power of unified communications (UC) to make it not only more easily manageable and cost-efficient for those overseeing it, but more readily available and present for customers at all times via all methods of engagement. This can include video, live chat, and SMS text message. The reason why this offering has...

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  • Part 1 – Top Three Ways to Master the Cross-Channel Customer Experience

    The world of retail never sleeps. There are customers constantly flocking to your space, filling their shopping bags and looking for in-store assistance. This has created an age-old debate regarding how to balance high customer churn with readily attentive employees. Simply put, not every customer can be personally addressed – whether it just so happens to be a busy...

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  • Over 60 Percent of Retailers Unaware of What Unified Communications Can Do For Their Business

    Unified communications (UC) – or technology that integrates real-time communication services such as instant message (IM), Web chat or social media into more standard communication services – offers an abundance of opportunity. But before you can enjoy the benefits and advantages of unified communications, you have to first be aware of what it can do for your business. A...

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  • The Cloud Isn’t Just Technology, It’s Contact Center Transformation

    For the past few years analysts have posited that this will finally be the year of the cloud. Well with the recent findings from a CA Technologies survey, it seems naysayers who contest that fact that 2013 will be the year of cloud technology ubiquity should perhaps change their tune. Recently, a study commissioned by CA Technologies and conducted...

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  • Your Customers are Moving Fast…Are You Keeping Up?

    Ten years ago, there was a different generation of disgruntled customers. Back then, you would merely shake your head at the client who confronted your salespeople and move on to your next customer in hopes that the end result would be better. Fast forward a decade later and now that disgruntled customer can do more harm to your business...

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  • Your Customers Are Going Mobile?So Why Isn’t Your Contact Center?

    Mobility is moving faster than the speed of light. Today’s six billion mobile subscribers make up 87 percent of the world’s total population, over 300,000 apps have been developed in the past three years and there are now more than 1.2 billion mobile Web users worldwide. So, how does this translate to the contact center? Through multi-channel customer engagement....

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  • Vocalcom is Packing its Bags for Call Center Week 2013

    The call center world is filled to the brim with untapped areas of opportunity that are ripe for the picking. There is always must-have information available for growing, learning and further delivering on the promise of bringing unprecedented technology to the table to satisfy customers. If you’re not seizing the moment, you’re falling behind – and in the process,...

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