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View post: Cloud-Based Contact Center Software Enables Canada’s Largest Independent Mortgage Company to Better Serve Customers

Cloud-Based Contact Center Software Enables Canada’s Largest Independent Mortgage Company to Better Serve Customers

Posted on February 4, 2021

Introducing the Intermedia Business Innovators series – where Intermedia honors business leaders who are improving customer care, employee engagement, and business operations through innovative thinking and decisive action. Hear the stories from the business innovators first-hand.

View post: Is Contact Center Software a Good Option for Small Businesses?

Is Contact Center Software a Good Option for Small Businesses?

Posted on October 27, 2021

Contact center software for small business can be a great investment. When SMBs deploy CCaaS (Contact Center Software as a Service), they reap many benefits. It can drive productivity, […]

View post: Are You Developing Contact Center Leaders?

Are You Developing Contact Center Leaders?

Posted on October 18, 2021

Customer success is only possible when you have a motivated, engaged team to serve customers. Without this, you’ll find there’s dissatisfaction internally and externally. How do you […]

View post: Measuring and Understanding First Call Resolution Stats

Measuring and Understanding First Call Resolution Stats

Posted on October 6, 2021

Metrics play an important role in contact center operations. You can learn from this data to improve productivity and service levels. One of the most important metrics is the set of first […]

View post: What CMOs Can Learn About Customer Experience from Contact Center Software

What CMOs Can Learn About Customer Experience from Contact Center Software

Posted on October 4, 2021

In our customer-centric world, customer experience (CX) reigns supreme. Better CX is linked to higher revenue, increased loyalty, and an overall boost to business performance. The problem […]

View post: UCaaS or CCaaS – What’s the Difference?

UCaaS or CCaaS – What’s the Difference?

Posted on September 13, 2021

There are a lot of cloud communications tools on the market that can help your business increase productivity while boosting resilience at the same time. Two of the big ones are UCaaS and […]

View post: What Are Call Queues and How Do They Work?

What Are Call Queues and How Do They Work?

Posted on September 1, 2021

Nobody likes to wait, whether they’re in a physical line or a virtual one. It can quickly frustrate and anger customers. Thus, streamlining the contact process by leveraging […]

View post: Cultivating Customer Loyalty with Contact Center Software

Cultivating Customer Loyalty with Contact Center Software

Posted on August 18, 2021

How important is customer loyalty to your business? It’s likely a priority for your company, but it’s not always easy to gain. It can be hard to scale across an enterprise, and consistency in interacting with and supporting customers can be tricky. At the heart of customer loyalty is having contact center agents that have the tools they need to serve customers aptly. One of the essential ones is contact center software.

View post: 9 Onboarding Tips for Contact Center Agents

9 Onboarding Tips for Contact Center Agents

Posted on July 6, 2021

A strong onboarding program is essential for any business. It sets up employees for success and can support retention. This is especially true for contact center agents. Whether onboarding […]

View post: Is Your Contact Center Properly Staffed? Learn What Metrics Can Help You Understand Peak Volume

Is Your Contact Center Properly Staffed? Learn What Metrics Can Help You Understand Peak Volume

Posted on February 22, 2021

Peak volume doesn’t have to be elusive for contact center supervisors. By understanding when it happens, you can ensure that you always have appropriate staffing. To best determine when peak volume is for your contact center, you’ll want to pay attention to specific metrics. Learning from your data will help you staff efficiently and improve customer experiences.

View post: Video Conferencing: The Complete Guide

Video Conferencing: The Complete Guide

Posted on February 9, 2021

In 2020, businesses and individual users downloaded video conferencing apps in record numbers – in March alone, there were 62 million downloads. Video conferencing replaced in-person meetings during the pandemic, and it will continue to serve as a vital tool in the new normal. Has your organization adopted a platform that lives up to expectations for security, functionality, and usability? Use this guide to video conferencing to decide what features and benefits you want from your technology.