How Secure Is Your Contact Center?
Why Your Agents May Be Putting Customer Data at Risk By Tim Critchley Despite the rise in automated, self-servicing technologies in contact centers, many customers … Read more
Software Articles
5 Questions to Ask When Switching Contact Center Software
By Melanie Valenzuela Is it time to update your contact center software? You may have had the same software for a while and feel you … Read more
Using Technology to Humanize Customer Care
By Matt Lautz Most everyone would agree that when it comes to modern customer care, technology is integral to service delivery. But that doesn’t mean … Read more
Vendor Profile: OnviSource
Founded in 2004, OnviSource enables companies to cost-effectively optimize, automate, and unify their customer interactions, business transactions, and processes for their contact centers, back offices, … Read more
Call Centers Look to IT for Better Document Access in 2015
By Simon Wieczner Having access to timely information empowers call center personnel to react quickly to customer needs no matter what they are. There’s nothing … Read more
The Demystification of Information Management: A Non-Techie Guide to Software Applications for Call Centers
By Ross Vance If you are like most contact center professionals, you have attended at least one networking event or industry conference where collecting, managing, … Read more
Application Suites Versus Best-of-Breed: Is Less Really More?
By Donna Fluss DMG is frequently asked if it’s better to purchase a suite of fully integrated applications or to invest in multiple best-of-breed solutions … Read more
2013 Contact Center/Back-Office Application Shopping
By Donna Fluss It’s been a tough few years for businesses. Technology investments have been constrained since the financial crisis first hit in 2009, creating … Read more
Choosing the Right CRM System for Your Situation
By Athenee Mastrangelo Your clients are your number one priority, right? So how are you managing their information for them? Do you have all their … Read more
What to Look For in a Live Chat Software Solution
By Jim Iyoob There have been drastic changes in the business world due to technological advances. Technology has made it possible to increase collaboration internationally, … Read more