Showing Archives for: Unified Communications solution

Using CSAT to uncover customer satisfaction

Aug 27, 2021

  Customer satisfaction is a wide-ranging topic and depending on who you talk with, can take on many different significations. An agent for example, may feel extremely pleased with the service they provide to your customers, while their supervisor may feel their customer interactions aren’t quite as optimal and require some improvements. They each have […]

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The workforce management (WFM) guidebook for call centers

Jul 28, 2021

  In the fabulous world of contact center management, we often spend most of our time focused exclusively on the customer experience. There are countless and countless of articles written about the customer experience. And not just in our industry… The customer experience has become the on-trend focus for all service-minded organizations. For those in […]

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Top 5 ways to improve your customer’s IVR experience

Jul 27, 2021

Your customers are important to you. That’s why you set up an IVR (Interactive Voice Response) system so that they can connect and interact with you – any time they choose. However, what do your customers really think about all these menu options? Let’s face it, no one WANTS to use an IVR. And that’s […]

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LET’S TALK CONVERSATIONAL AI

Jul 13, 2021

The future of the contact center is already here! To deliver exceptional customer experiences, you need innovative solutions that enable your customers to connect with you – wherever and whenever they want. Are you actively providing your customers with an omnichannel experience that include modern self-service options? Recently, we held a live online event, Get Your Contact […]

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Why it’s time to move to the cloud

Jun 22, 2021

We’ve seen the future, and the future is cloud! If you’re having a hard time keeping your infrastructure current and up-to-date, or struggle to manage remote workers, then moving to a cloud contact center solution makes business and financial sense. Recently, we held a live online event, Get Your Contact Center Ready for 2025 where we […]

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Cloud is best for contact centers in the financial sector. Here’s why

Jun 22, 2021

  One day, you’re trudging along happily managing your contact center operations in-house with perhaps some of your workforce employed across different locations and a handful working remotely. This environment provided you with complete management oversight over your agents, their workload and daily activities. Processes were in place. Operations rolled smoothly. All was well. And […]

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The cloud is not a destination. It’s a perpetual journey.

Jun 22, 2021

  There was life before the pandemic… and life as we know it today. During the pandemic, cloud computing boosted the world economy and supported global supply chains, while also enabling remote workforces. As the world inches towards post-pandemic recovery, the move towards cloud computing will only strength, allowing contact center organizations (and all enterprises […]

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How To Thrive In The Digital Transformation Age

May 27, 2021

  No doubt, we are deeply embedded in the age of digital transformation. Change is moving fast. Choosing not to adapt, to stay in a perpetual status quo leaves room for your competition to step in and deliver exactly what your customers want, the way they want it. Think back to a time when Blockbuster […]

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READY WHEN YOU ARE

May 27, 2021

  2020 taught us a lot of things. Like we don’t need that much toilet paper. Baking bread from scratch isn’t that hard. Daily life carries on, even if it’s virtual. It also shined a light on everyday companies delivering exceptional customer experiences that extend beyond being a good corporate citizen, to being a human […]

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We’re Gold Sponsors (AGAIN!) of the annual GTACC Conference in Toronto

Oct 22, 2019

  Once again, we are so very proud to support the wonderful Greater Toronto Area Contact Centre (GTACC) community! A non-profit knowledge exchange, think tank and networking association, GTACC organizes regular events to share information on industry related topics and best practices.  A strong part of GTACC’s vision is the desire to give back to the communities […]

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