Hosted and SaaS: Don’t Learn the Difference the Hard Way

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The seeds of today’s cloud contact center market can be found twenty years ago. In 1999, then Hewlett-Packard, SAP, and telecommunications company Qwest (now part of CenturyLink) formed the Application Service Provider (ASP) Industry Consortium. ASPs were forecast to provide applications and servic [...]

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3 Solutions to Your Quality Management Problems

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If you’ve ever worked in a contact center, then you know that quality assurance is a time-consuming task that is often the bain of any evaluator’s existence. If you’ve never had that pleasure, imagine being in the shoes of a busy contact center supervisor tasked with reviewing the quality of calls [...]

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Great Remote Employees Do These 5 Things

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In my childhood home, homework was serious business. My mom had strict rules about completing schoolwork, at least for me. ( I think there’s some truth to parents being tougher on the oldest child, but I digress. 😅) Before I could watch my favorite evening TV shows, I had to complete my homework [...]

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Engaging the Distributed Workforce with Feature-Rich UCaaS

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There’s no doubt that the workplace and workforce are rapidly changing. The needs of a multi-generational, distributed workforce cannot be ignored. Equipping your workforce to be successful, considering their needs and preferences, truly matters. The employee experience is an ever-greater differen [...]

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How to Power Through a Time Change Like a Pro

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Whether the clock is springing forward or falling back, time changes can be a shock to your system. It’s not just about having an extra hour of daylight or darkness; changing the clock can be detrimental to your health. Hospitals see a 24% uptick in heart attacks when Daylight Savings Time begins i [...]

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5 Pawsome Tips for a Distraction-Free Remote Work Experience

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If you were playing a game of conference call bingo, you’d probably be thrilled to see a box marked “dog barking in the background” on your card. As more and more employees work remotely, hearing (and seeing) pets invade meetings has become a common occurrence. That's not always a bad thing; seeing [...]

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Why Your Business Communications Tool Is Missing The Mark (And How You Can Fix It)

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I’ll never forget the first time that I made a terrible decision. I’m not talking about something as trivial as picking rocky road ice cream when I should have gone with mint moose tracks. It was the kind of terrible decision that would get me thrusted into the spotlight for public scrutiny and sha [...]

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Contact Center Quality Management: Whose Job Is It Anyway

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If I asked you who owns quality management in the contact center, how would you respond? You might be tempted to say, “Quality is everybody’s job.” While I appreciate your winning attitude and certainly believe there’s truth to that answer, I remain a bit skeptical. The intent of this article is to [...]

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Show Your Customers How Important They Are

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Today is Get to Know Your Customers Day, and small businesses around the country are thinking about how to provide the kind of personalized service that sets them apart from big-box competitors.  Every customer is unique—but they all share a desire to do business with companies that take the t [...]

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4 Tips from Top CX Industry Experts

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Being a customer experience leader is a tough job for anyone, whether you’ve been at it for one day or your entire career. It seems like the stakes are always changing and keeping up with the latest trends seems like an impossible task. Well, if you’re short on time and in need of some tips for impr [...]

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