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USA Sep 3, 2021 | By LarryE
Unified Communications

Unified Communications. Contact Center Solutions. Delivered from the cloud “as a Service”… enabling you to use these capabilities together across your organization as required, with the maximum amount of operational flexibility and security possible.

USA Jul 7, 2021 | By LarryE
AI-Enabled Agent Assessment

Contact Center call volumes are increasing exponentially, resulting in supervisors dealing with agent assessments on more of an exception basis than as a normal course of business. While expectations are that all agents will adhere to call scripts, manage conflicts, and comply with regulations while treating customers with empathy. How do you make sure?

UK Apr 1, 2021 | By Helen Billingham
Supporting agent wellbeing in a hybrid working world
USA Feb 18, 2021 | By LarryE
Key Learnings from the Metrigy Webinar (Blog #4)
USA Jan 13, 2021 | By LarryE
Trends and Realities of Successful Organizations (Blog #1)
UK Oct 23, 2020 | By Helen Billingham
How Microsoft Teams builds a collaborative contact centre
USA Oct 21, 2020 | By LarryE
Super-Agents Are Real (Blog #4)
USA Oct 19, 2020 | By LarryE
Super-Agents Are Real (Blog #3)
USA Oct 13, 2020 | By LarryE
Super-Agents Are Real (Blog #2)
USA Sep 29, 2020 | By Larry Ekiert
Super-Agents Are Real (Blog #1)

The reality is that “customer experience” is more than a single engagement or interaction with your organization.  It starts with a customer’s first point of contact and ends with the last…

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