Is your IVR generating revenue?

Interactive voice response (IVR) is an invaluable tool for countless businesses. With IVR, firms can handle a wide range of…

The rise of WebRTC and what you need to know

Is your business using WebRTC? If the answer is no, then now might be the time to finally embrace this…

Remote workforce: An alternative to traditional staffing

The very nature of work life is changing. In the past, it was typical for employees across a huge range…

Quality management in contact centers

Quality management is important throughout every aspect of an organization. But this is perhaps most apparent when it comes to…

Importance of CRM in the contact center

Contact centers are constantly looking to introduce innovative technology into their workloads in order to make their operational functions more…

Using big data to map the customer experience journey

Big data has been transformative for businesses in the 21st century, and contact centers are certainly no exception. Tracking and…

What can the cloud do for your business?

Cloud computing is quite possibly the single most significant technology to emerge in the past decade. In this short period…

Why consumers are willing to pay extra for a superior customer experience

It nearly goes without saying that customer experience should be a top-level priority for companies of all kinds. If a…

The rise of social customer service

A few years ago, social media was still largely seen as something of a trend or phenomenon. While these networks…