Managed services: a model where a third-party provider (MSP) manages and delivers specific IT/business functions.
The Latest Trends and Thought Leadership for Contact Centers
Check out all the insights and innovations happening in today’s modern contact center.
Contact center management involves the way leaders go about managing their center and handling the activities to support customers and business operations…
A mass email service is a platform that sales agents use to send out bulk email messages. This service is easy to use and highly efficient. Call centers often use mass email service applications that are integrated into their CRM, allowing agents to seamlessly...
SMS messaging marketing is a short, text-based campaign delivered via text message or messaging app.
A messaging platform is a tool that contact centers can use to send out messages through different channels to customers. Examples include SMS, chat, and email. The platform can be integrated into an agent’s CRM for a seamless workflow. Messaging platforms provide...
Call center metrics are standards set by call center leadership teams to ensure that agents are providing quality customer service.
An MIS report is a management information system report. They are used to aggregate data from multiple business intelligence tools.
Model-driven call centers are gaining popularity as they allow managers to make data-driven decisions and efficiently manage customer interactions.
Call center monitoring is an essential aspect of any customer service strategy.
Multi-channel support recognizes and addresses customer preferences, delivering a satisfying and accessible customer experience.
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