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Blog: Contact Center Software

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Contact Centers Are Different Than Call Centers, And Why It Matters

Does your business need a call center or a contact center? Although these terms are often used interchangeably, there are key differences between these common business communication models....

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Decoding RPA and Intelligent Automation in the Contact Center

Today’s customers are fast. The rise of messaging apps and smart phones have enabled them to reach whomever they want, wherever they want, whenever they want. That’s why your contact...

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Reach for New Heights in Cloud Contact Center Security in 2020

Consumers gravitate towards the cloud because it’s an easy one-stop-shop for information accessible from many devices. Similarly, businesses with large technology infrastructure and data,...

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Game On: 6 Ways to Boost Employee Performance

Let’s face it: Performance management typically doesn’t elicit cheers from employees. But what if it did? Letting employees know where they’re falling short is one thing, but...

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CX Experts Share Tips and Tricks for Getting Messaging Right

The future of customer service rests on an organization’s ability to recognize and meet customers where they are. Incite Group’s 9th Annual Customer Service Summit in Brooklyn focused...

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Is a Cloud Contact Center Partner Right For You? Ask These 5 Questions to Find Out

The benefits of cloud migration and cloud-based tools—faster deployment times, cost savings, scalability, true omnichannel and more—are clear for many contact center leaders. What&rsquo...

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How to Modernize Employee Engagement in 3 Simple Steps

Organizations have realized the amazing benefits of providing customer-centric cultures that create moments of ‘wow’ for every step of the customer journey. But along the way, have we...

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Contact Center Leaders: Look Back to Look Forward

Customer Contact Week -- a conference focused on customer experience and customer care technology and trends -- recently celebrated its 20th anniversary in Las Vegas. So, how has the customer...

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Land Ho! The Ins and Outs of Nearshoring Explained

Offshoring operations to other countries has long been considered a solution to rising labor costs and an opportunity to free up internal resources. But before moving business processes to a...

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4 Ways to Turn Remote Workers Into Team Players

IBM may have made headlines for calling employees back to the office, but there are plenty of firms that still encourage remote work. In fact, 43 percent of employed Americans said they spent at...

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