Blog: Contact Center Software
Recent Posts
It's not a secret that customers typically call customer support as a last resort but in recent weeks, companies across many industries have reported high increases in call volumes, which...
In battling the COVID-19 pandemic, rapid responses to surging customer support volumes are crucial. Health plan members need information and empathy. We’ve identified four member support...
Work-from-home options are becoming the norm as companies manage through social distancing concerns while sustaining business continuity. The contact center industry is no different. Large...
Contact center agents are tasked with providing an exceptional customer experience for the brands they represent. They’re the first line of defense and an integral representation of the...
Does your business need a call center or a contact center? Although these terms are often used interchangeably, there are key differences between these common business communication models....
Today’s customers are fast. The rise of messaging apps and smart phones have enabled them to reach whomever they want, wherever they want, whenever they want. That’s why your contact...
Consumers gravitate towards the cloud because it’s an easy one-stop-shop for information accessible from many devices. Similarly, businesses with large technology infrastructure and data,...
Let’s face it: Performance management typically doesn’t elicit cheers from employees. But what if it did? Letting employees know where they’re falling short is one thing, but...
The future of customer service rests on an organization’s ability to recognize and meet customers where they are. Incite Group’s 9th Annual Customer Service Summit in Brooklyn focused...
The benefits of cloud migration and cloud-based tools—faster deployment times, cost savings, scalability, true omnichannel and more—are clear for many contact center leaders. What&rsquo...