Blog: Contact Center Software
Recent Posts
As another season approaches, it’s unquestionable that communities need to ramp up capacity to test, trace, and isolate to prevent a surge of new COVID-19 cases. While contact tracing is a...
It’s time to admit that we’ve made a Frankenstein ‘Monster’ in the cloud customer experience space. Contact center leaders began their cloud journey by shifting over a few...
There is a bias that call recording software is only good for listening to past calls for quality assurance and compliance. In reality, speech analytics is a valuable tool for any customer service...
Digital transformation is more than technology. It’s the people, leadership, and experiences that drive innovation and amazing experiences in an organization. These factors act as the...
Work environments are changing rapidly as companies race to set up virtual operations and ensure employees are ready to perform. Contact center associates are no exception. Companies need a fast...
Months into the pandemic, COVID-19 has continued to place an incredible burden on government agencies. The need for information on unemployment, testing, and safety guidelines has call volume...
The new work-from-home contact center environment provides safe business continuity, but it comes with security concerns. Agents are more vulnerable to nefarious actions from cybercriminals who...
Customers want to be heard in times of uncertainty, but massive call spikes and closed offices are some of the challenges getting in the way of the human connection that’s desperately needed...
New technologies combine with traditional contact centers to manage the three crises government agencies must face: COVID-19, record-breaking unemployment filings, and confusion around the CARES...
Now that many healthcare contact centers have transitioned to working at home, how will companies maintain data security? What are the best ways to manage a remote workforce? In a recent TTEC...