Blog: Contact Center Software
Recent Posts
Demand for remote training, like many other developing technologies, rapidly accelerated in a business world transformed by COVID-19. The e-learning market in the U.S. is expected to grow by $421.6...
Employers, industry analysts, and researchers agree: remote work is here to stay. Enhancing the productivity, efficiency, and engagement of remote employees will be a key competitive differentiator...
As another season approaches, it’s unquestionable that communities need to ramp up capacity to test, trace, and isolate to prevent a surge of new COVID-19 cases. While contact tracing is a...
When the coronavirus crisis broke out, organizations were in crisis response mode. Now, business leaders are focusing on moving forward to meet customers’ increasingly digital-first...
It’s time to admit that we’ve made a Frankenstein ‘Monster’ in the cloud customer experience space. Contact center leaders began their cloud journey by shifting over a few...
There is a bias that call recording software is only good for listening to past calls for quality assurance and compliance. In reality, speech analytics is a valuable tool for any customer service...
Digital transformation is more than technology. It’s the people, leadership, and experiences that drive innovation and amazing experiences in an organization. These factors act as the...
Work environments are changing rapidly as companies race to set up virtual operations and ensure employees are ready to perform. Contact center associates are no exception. Companies need a fast...
Months into the pandemic, COVID-19 has continued to place an incredible burden on government agencies. The need for information on unemployment, testing, and safety guidelines has call volume...
The new work-from-home contact center environment provides safe business continuity, but it comes with security concerns. Agents are more vulnerable to nefarious actions from cybercriminals who...