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Keys Implementing an Outsourced Customer Service Program
Before implementing an outsourced customer service program, read these important tips.
Published: May 24, 2017
Outbound Calling: It’s Not the Dial, It’s the Conversation that Counts
If we can send a vehicle to mars, why can’t we reliably get prospects on the phone when outbound dialing? The expectation of having a live conversation with a prospect has changed radically. There are 8 facts you need to know before acquiring agent assisted technology/services.
Published: May 22, 2017
Will AI Mean Less People and More Profit in the Contact Center?
This article looks at AI in specific regards to virtual agents, their impact on labor in the Contact Center, associated maintenance costs and more. These predictions may surprise you.
Published: May 19, 2017
Make Web Chat Work For Your Contact Centre
Thomas Rødseth, VP of Product and Marketing at Puzzel (formerly Intelecom), lists 10 simple strategies to ensure Web Chat works for an organisation.
Published: May 17, 2017
Great Call Center Or Great Call?
While technology, metrics and environment are all important factors in the call center, customer experience is paramount - read more for details with real life example.
Published: May 15, 2017
The Rise Of The Multi-skilled Agent
Thomas Rødseth at Puzzel (formerly Intelecom), advocates taking a cloud-based approach to empowering next generation contact centre agents
Published: May 12, 2017
Five Top Tips for a Successful Self-Service Strategy
When it comes to reaping the full benefits of self-service, it is about planning and a well thought-out strategy. Annica Ronquist at Teleopti, outlines 5 top tips for self-service success
Published: May 10, 2017
Weighing the Pros and Cons of Cross-Trained Contact Center Agents
Author Kim Campbell, VP of Operations for Blue Ocean Contact Centers examines some of the pros and cons of having a dedicated team of agents handling queries specifically for your company, or whether it makes sense to go with a team of agents that has been cross-trained.
Published: May 8, 2017
How the Different Generations React to Digital Recruitment
With modern technology bringing the world closer, Co-authors John Manzano, Country Manager and Roland Cerera, Digital Marketing Content Manager with TeleDevelopment in the Philippines takes a quick look at how the different generations behave in the world wide web.
Published: May 5, 2017
How to win the digital customer experience race
Before heading off to ICUC 2017 at NICE Interactions – the largest contact center event in the US – inContact partner, IMImobile, looks at some of the challenges contact centers around the world are facing in the “digital transformation era” and how they can be overcome.
Published: May 4, 2017
"Marketers Ruin Everything" - Really?
This article addresses who should be leading your customer experience efforts and why marketers should not be responsible for this action in a micro level.
Published: May 3, 2017
7 Crucial Questions to Ask in the Contact Center Procurement Process
Michael Hasler, VP of Sales and Marketing for Blue Ocean Contact Centers counts down seven key questions to ask potential outsourcers in the following article.
Published: May 1, 2017
Six Practical Steps To Make Web Chat Work For You
Thomas Rødseth at Intelecom, shares his top tips for making web chat work and what you need to consider before taking the plunge
Published: April 28, 2017
What’s the State of Work-at-Home in Customer Care in 2017?
Author Kim Campbell, VP of Operations for Blue Ocean Contact Centers examines the evolution of "work-at-home" agents in recent years and offers some insight as to why clients are now asking outsourcers about their "work-at-home" programs.
Published: April 26, 2017
Four Keys to Creating a World Class Contact Center
Author John Loughlin, Director of Business Insights, HighPoint Global describes best practices for contact centers: including setting staffing plans and employee goals, establishing an omnichannel approach and using dashboards and analytics.
Published: April 24, 2017