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View post: How a Contact Center Helps Improve Customer Experience

How a Contact Center Helps Improve Customer Experience

Posted on February 10, 2022

Above all else, the customer experience is king. You certainly need a great product or service. Still, customers will make decisions based on experiences if all other things are equal. As a […]

View post: 6 Reasons Why Your Business Should Offer Live Chat Support

6 Reasons Why Your Business Should Offer Live Chat Support

Posted on January 26, 2022

How customers contact businesses for support is changing. Many want easier ways to interact when they have questions or need help. Live chat support in contact centers is becoming a leading […]

View post: The Pros and Cons of Using a Cloud-Based Contact Center Solution

The Pros and Cons of Using a Cloud-Based Contact Center Solution

Posted on January 10, 2022

Delivering a positive customer experience is a priority for every company. That means you need the right people, processes, and technology. At the center of helping you run such an operation […]

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: 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 […]