How to Improve Contact Center collaboration

How to Improve Contact Center collaboration

Contact centers are driven by agent productivity. Because of this, emphasis on individual agents’ achievements is the norm. While this can encourage productivity, it also creates a competitive atmosphere that makes collaboration difficult.  Your customer benefits...
8 Best Practices For Building Performance Dashboards

8 Best Practices For Building Performance Dashboards

Quality performance is one of the strongest drivers of customer satisfaction. You can easily improve performance by leveraging performance dashboards. They support the decision-making process and offer a central location to monitor key performance indicators (KPIs)....
5 Signs It’s Time to Move Your IVR to the Cloud

5 Signs It’s Time to Move Your IVR to the Cloud

Customer demands are changing faster than ever. But keeping up with them is not as daunting of a task as it may seem.   Call center cloud solutions give you the flexibility to adapt. You can easily incorporate new technology and communication trends into its...
Why Your Contact Center Needs Speech Analytics

Why Your Contact Center Needs Speech Analytics

In today’s business environment, organizations are focused more on the consumer’s experience than ever before. With access to countless social media platforms and review sites, consumers have more in their arsenal to combat negative experiences – and cause companies...