Articles
Tag: contact center
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What CX Professionals Can Teach the Federal Government — And Vice Versa
The US federal government has updated its CX framework. The question now is: Can CX professionals learn from it?
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A Look at the Pros and Cons of an Offshore Call Center
Should you outsource your call center to an offshore call center? Examining some strengths and challenges of implementing an offshore call center.
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What's Behind Zoom's $14.7B Acquisition of Five9?
Zoom made one of the all-time biggest software acquisitions: $14.7 billion for Five9. What are the drivers behind the acquisition? Here's what you need to know.
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Call Centers vs. Contact Centers: Understanding the Key Differences
What are the differences between a call center and a contact center and why does it matter for customer experience programs?
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6 Essential Call Center Agent Skills and Traits
Call center usage is growing and the need for skilled workers is growing with it. So what are the important qualities of a good call center agent?
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7 Skills and Traits of an Effective Call Center Leader
The call center is a key part of CX. Leadership roles here require a specific skillset. Here we tackle the skills and traits of an effective call center leader.
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Why Enterprises Are Turning to Contact Centers in the Cloud
More and more enterprises are moving their contact center to the cloud. Here's why.
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What Is Predictive Dialing and How Can It Help Call Centers?
Predictive dialing can be an asset for a call center and call center agents. We cover the definitions and key components.
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Expansion Joins WoodWing Group, LogMeIn Updates GoToConnect and More News
In this week's CX and marketing Newsbyte, we've got acquisitions, free chatbots for SMBs, new features and updates from around the industry & more.
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LogMeIn Targets SMB Market With GoToConnect Contact Center Updates
LogMeIn last week announced new offerings in the Contact-Center-as-a-Service (CCaaS) space.
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4 Reasons Why the Call Center Should Be Omnichannel
This article will look at the characteristics of a call center that is omnichannel, and will discuss why that should always be the case.
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An Opportunity for Cultural Changes in the Contact Center
The contact center industry, known for high attrition rates, sees opportunity for improved employee engagement in the midst of the COVID-19 outbreak.
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Where Self-Service Ends and Direct Customer Support Begins
Where's the proper balance between self-service and direct customer support and how can businesses strike that balance?
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Is Self-Service the Only Way to Save Money in the Contact Center?
Maybe it's time to try something different in the contact center.
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