The Latest Trends and Thought Leadership for Contact Centers

Omnichannel analytics and delivering a quality customer experience is at the top of the list for contact centers. This can only be accomplished when well-oiled gears are running behind the scenes.

VoIP, or Voice-Over Internet Protocol, is the most common phone system setup that businesses use. There are hundreds of VoIP providers, and it can be difficult to narrow down which one is the best fit for your company. Providers offer a wide variety of VoIP packages...

When it comes to efficiency, businesses are always on the lookout for ways to improve operations and workflows. The call center industry is one example. The industry has successfully adapted over and over, looking much different than it did at the turn of the...

As contact centers have evolved into omni-channel hubs for numerous businesses in a variety of industries, text message marketing solutions have become as common as voice calls. Text messaging is a faster, more efficient way to communicate with customers. Many...

Today’s generation of consumers are much different when compared to the previous one. The on-demand and quick service that has become standard has changed the way businesses interact with customers. The call center is no different. It was only two decades ago that...

VoIP call center solutions are a bit of a buzzword in the business world. They’re used to save money, but what does that mean? VoIP call center solutions allow your agents to make and receive calls from anywhere, which means they don't have to be in the office for as...

An IVR payment system allows companies to offer customers an alternative way to make a payment, especially when they may not feel comfortable giving their credit card or bank information to an agent over the phone. Despite this extra layer of security, many consumers are still hesitant to divulge their financial information over the phone using IVR.

Join Boris Ginshpun, Vice President of Product Strategy and John Paullin, Senior Analyst at AVANT in this episode of theTechnology Insights podcast for a 30-minute discussion jam-packed with insights and tips for avoiding common omnichannel pitfalls.  You'll get...