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Chat in the Contact Center - an Expert Panel Weighs in – Part 3/3
Our team had many insights on live chat in the Contact Center. Here is our third and final part of this series.
Published: June 26, 2017
5 Top Procurement Tips for Seeking an Outsourced Contact Center
Looking for an outsourced contact center partner is one of the most complex undertakings for any strategic sourcing professional. It requires a thorough understanding of the contact center world as well as the inner workings of your organization’s processes, business objectives, and brand promises.
Published: June 23, 2017
Chat in the Contact Center - An Expert Panel Weighs In – Part 2/3
Our team of experts had many insights on the topic of live chat, and so, we are rolling out our insights in a 3-part series.
Published: June 21, 2017
Time Is Of the Essence – Changing Priorities for Customers and Contact Centers
When it comes to increasing satisfaction levels and sales, nothing beats making life easy for customers and releasing their most valuable asset - time. Annica Ronquist, at Teleopti explores the options.
Published: June 19, 2017
Chat in the Contact Center - an Expert Panel Weighs in – Part 1/3
This discussion examines chat in the Contact Center, highlights the many advantages of Live Chat, presents some caveats and looks to the future of this technology in the Call Center and Contact Center.
Published: June 16, 2017
Four Top Trends for Contact Centers
While many experts are anticipating Contact Center trends for the future, here are four top trends already starting to "bite" in the Call Center.
Published: June 16, 2017
The Evolution of Self-Serve Customer Service
If you’re looking to outsource your call center, self-serve at some level will likely be part of your solution design.
Published: June 14, 2017
The Secret Weapon for Call Centers
Make Contact Center and Call Center decisions with a high degree of certainty using Forecasts of Demand - this can be a tool of massive value regardless of the center size. Tips and tricks explained.
Published: June 12, 2017
Is It Possible to Have a Strategic Partnership with Your Contact Center?
Outsourcers play a huge roll in world-wide business and sometimes the question is "To outsource or not to Outsource?" This article by Michael Hasler, Vice President, Sales and Marketing for Blue Ocean Contact Centers, examines what it means to invest in an outsourcer with a true partnership in mind.
Published: June 2, 2017
Click-to-Call: Driving Great Calls in the Contact Center
This article addresses reluctance with click-to-call technologies and the benefits associated with using this Call Center technology. Focuses include transaction points, driving relationships and staffing and training.
Published: May 31, 2017
Mapping the Customer and Agent Journey in Parallel
Brandon Rowe at Teleopti explores how the customer-service landscape and the role of the agent must always be considered in parallel. Brandon contemplates the need to react to change and nurture the agent’s journey to create exceptional customer journeys.
Published: May 29, 2017
Build an IVR that Personalizes Every Call
Obsessed with personalizing every step of your customer journey? Tailor each call by integrating data from your CRM and other systems with communications APIs.
Published: May 26, 2017
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