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Cloud vs. On-Premise Call Centers

Cloud vs. On-Premise Call Centers

Traditionally, call centers have been located in a distinct physical space that houses not only the agents working the phone system but the hardware, software, and infrastructure needed to make the call center function. More and more, however, businesses are turning...
What is a Cloud-Based Call Center

What is a Cloud-Based Call Center

Customer service is a defining factor in the customer experience, influencing everything from a customer’s purchasing decisions to their brand loyalty. You can’t provide top-notch customer service without a simple, reliable way for customers to communicate with you....
Tales From the Contact Center Crypt

Tales From the Contact Center Crypt

The customer journey can be a frightful one, filled with a gauntlet of ghastly experiences. Neverending wait times. Phone tree trapdoors. Dead-eyed agents repeating the same questions. Oh, my! It’s downright chilling. If you don’t want to be the industry boogieman,...