The Software Assisting Call Center Management Story from Call Center Management. Originally posted on December 21, 2018, 8:38 am. Let’s take a deeper dive at some of the types of technology available to aid call center management in its quest Read more…
Tech Support Fraud is a Growing Problem Story from Call Center Management. Originally posted on December 13, 2018, 9:18 am. Tech support fraud is on the rise, and it’s getting more sophisticated. Last year it rang up nearly $15 million Read more…
Tech Support Fraud is a Growing Problem Story from Call Center Management. Originally posted on December 13, 2018, 9:18 am. Tech support fraud is on the rise, and it’s getting more sophisticated. Last year it rang up nearly $15 million Read more…
Why Banks Should Be Using WFO Story from Call Center Management. Originally posted on December 10, 2018, 3:52 am. One way banks can improve customer experience is by employing workforce optimization software. Research firm Ovum says integrating WFO acros… Read Read more…
Smith.ai Offers Perspective on AI Communications Today, Tomorrow Story from Business VoIP. Originally posted on November 28, 2018, 4:54 am. Smith.ai’s Maddy Martin says “we believe the best way is to provide the combined intelligence of both humans and machines Read more…
Why Performance Management Is Worth the Effort Story from Call Center Management. Originally posted on November 26, 2018, 6:25 am. Performance management in call centers and contact centers requires never-ending work. But continuous effort in this arena can be well Read more…
How to Optimize Call Center Agent Onboarding Story from Call Center Management. Originally posted on November 20, 2018, 11:45 am. This article offers tips on how to improve the call center and contact center onboarding process for both organizations, managers Read more…
Cloud Provider Makes Master Agent Agreement Story from Business VoIP. Originally posted on November 9, 2018, 10:33 am. Cloud communications have charged onto the enterprise communications scene. With the popularity of these solutions, master agents are compil… Read the full Read more…
Nextiva Nets INTERNET TELEPHONY Hosted VoIP Excellence Award Story from Business VoIP. Originally posted on November 5, 2018, 11:20 am. INTERNET TELEPHONY named its Hosted VoIP Excellence Award winners for 2018, with Nextiva Office earning recognition. The cloud-based communi… Read Read more…
Why QA is Important & How to Do It Right Story from Call Center Management. Originally posted on October 30, 2018, 12:47 pm. Monet Software’s white paper “Seven Strategies for More Effective Quality Assurance in Your Contact Center” explains how Read more…