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USA Nov 10, 2023 | By Simon Adnett
Cloud v on-premise: why it’s a matter of contact center choice

Contact centre choices around technology need to reflect their specific needs. This is particularly true when it comes to the cloud.

USA Nov 3, 2023 | By Helen Billingham
How to pick the right CCaaS vendor

In a fast-moving market, you don’t want to become locked into a CCaaS provider that falls short of your expectations. To reap the full benefits, you therefore need to choose the best CCaaS vendor to capitalize on the advantages offered.

USA Oct 27, 2023 | By Helen Billingham
Why cutting customer service budgets is a false economy

Customer service is often vulnerable when enterprises look for places to make cuts. This may be because it’s often wrongly viewed as a cost center rather than a source of competitive advantage and revenues.

USA Oct 23, 2023 | By Helen Billingham
Building a CCaaS business case

There is a growing momentum in the adoption of cloud-based Contact Centre as a Service  (CCaaS) solutions. However, at the same time, economic conditions are increasing pressure on contact center budgets.

USA Sep 1, 2023 | By Helen Billingham
How to speed up customer service success with CCaaS

Customer service success requires constant innovation and a commitment to continuous improvement. To deliver this you need to be able to deploy new technology quickly to meet the changing needs of customers, employees, and the business.

USA Jun 19, 2023 | By Helen Billingham
6 ways that you can reap the benefits of CCaaS

If you face any of these six pain-points in your contact center, CCaaS could well be the answer to your problems.

USA Jun 2, 2023 | By Helen Billingham
3 ways to make contact centers more sustainable

Like all parts of the business, the contact center needs to play its part in meeting sustainability objectives. Here are 3 ways that technology can make greener, more sustainable contact centers.

USA Apr 27, 2023 | By Helen Billingham
Why a web UI is essential to support a modern contact center workforce

A good web UI will be tailored to the needs of the contact center user whether it’s an agent, a supervisor or senior manager.

USA Jan 20, 2023 | By Larry Ekiert
3 Options to Integrate Call Recording with Microsoft Teams

Companies are increasingly embracing Microsoft Teams. So, what are the best options to integrate call recording with MS Teams?

USA May 2, 2022 | By Larry Ekiert
A Game Plan for FSI’s and Credit Unions (Part 3)

The Power of Moving Forward Faster - Legacy Technology Affects Client/Member Identity Authentication - It's an Impediment to Successfully Serving Your Clients, Members, and Customers. Investment Firms, Insurance Companies, and Financial Services organizations (FI for short) including Credit Unions (CU) are typically limited in their operational flexibility due to the state of their existing infrastructure, systems, and the rigid, typically manual processes they rely on. The reality is that these organizations can’t or are unwilling to replace their core systems any time soon, due to cost, proprietary technologies, or archaic data structures. A Hybrid Approach Helps Things Happen. Faster and More Efficiently.

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