Three Needs of Work-From-Home Contact Center Agents
When companies were forced to quickly transition full teams to work-from-home settings in March, most situations simply required a laptop, access to collaborative tools, and a mobile phone. In the…
CCaaS: Truth Versus Hype
Over the past few years, any enterprise considering an investment in contact center technology has examined the features and benefits of Contact Center as a Service (CCaaS) solutions. The number…
How to Humanize Customer Service With the Cloud-Based Contact Center
A cloud-based contact center solves one of the greatest challenges for customer service: handling varying business requirements and seasonal spikes that require a high availability of service agents. Ordinarily, an…
Why Your Contact Center Could Be So Much Better in the Cloud
Innovations related to artificial intelligence are equipping today’s contact centers with the ability to engage in predictive routing and access real-time data. These advances free up agents to handle more…
Preparing for the Contact Center of the Future
Today’s consumers want personalized customer care, but they don’t want to talk to a live person; they want quick and efficient interactions, but they want to feel valued and not…
