The Latest Trends and Thought Leadership for Contact Centers

Screen barging is an agent and quality monitoring capability that  allows contact center managers to drop in on live interactions.

Screen pop in a contact center shows relevant customer info on an agent’s screen upon receiving a call or interaction.

Screen recording tools record agent screens to monitor call center customer interactions and provide complete visibility on agent-customer relations to help drive performance,

secure payment processing is an identification and authentication measure used to protect customer PII (private identifiable information)

Security in contact centers protects sensitive customer info, maintains data privacy, and ensures interaction integrity.

Sentiment analysis uses machine learning algorithms to automatically gauge conversations for their sentiment.

Sentiment scores are a metric for measuring customer sentiment. Sentiment scores can range from 0-100, where 100 is the most positive possible outcome and 0 is the least.

Call center services are solutions that a call center provides for companies without an internal call center of their own.

A shortcode is a five-digit number assigned by cellular network carriers that allows for high SMS throughput. Short code SMS is ideal for mass text blasts

Single pane of glass refers to a business solution that integrates data from multiple sources and presents it in one unified visual display.