Balancing Technology and the Human Touch
By Richard McElroy The contact center has come a long way since the 1960s when automatic call distribution (ACD) technology was first introduced, leading to … Read more
By Richard McElroy The contact center has come a long way since the 1960s when automatic call distribution (ACD) technology was first introduced, leading to … Read more
AnswerNet acquired Synergy Solutions in an asset transaction. Synergy Solutions specializes in high-touch consultative customer service and sales support programs for many of the nation’s … Read more
By Dan Somers Automation and artificial intelligence (AI) can help save contact center costs, but primarily it increases customer satisfaction by speeding up responses and … Read more
By Steve Walker The industry trend towards Voice over IP (VoIP)-based PBXs is causing a shift in the technology underpinning the call center business. VoIP … Read more
By Wayne Scaggs Do I get up after a knockout event? My first, second, and third answer is “yes.” Why? It’s because it is in … Read more
Transform Your Call Center Agents into Customer Experience Ambassadors By Chris Frascella In the last decade there has been a vast change in the approach … Read more
Make Your Priceless Data Completely Worthless to Combat Fraudsters By Ben Rafferty When a new wall goes up, criminals will always search for a door … Read more
By William Lane Like it, or not, your call center is connected to the Internet. Whether you utilize a premise or cloud-based model, PRIs or … Read more
By Donna Fluss Contact centers are finally becoming omni-channel organizations where customers can interact using their channel of choice. Technology such as WebRTC is altering … Read more
By Curtis Nash Businesses are concerned with how to handle the massive amounts of sensitive data presented to them on a daily basis. Technology, and … Read more