As the telecommunications industry continues to focus more heavily on the concept of virtualization, the potential benefits of such a platform are moving into the call center. This can be a challenge to make the move in an environment that has stayed the same for so long, yet the benefits of a virtual call center […]

There are a number of technology solutions that make sense for the call or contact center. In such environments today, agents are handling an overabundance of calls that may or may not fit with their skill capabilities. Without specific tools in place, call center agent time may be wasted and your cost of operation is […]

Call centers are a dynamic industry and without the right tools in place, call center managers can find themselves struggling to achieve goals and empowering agents to reach their expected performance levels. A lack of proper management can easily lead to discontent among the agent base – which can drive higher attrition. Such discontent is […]

Call center work can be both challenging and rewarding for all involved. If contact center management does not focus on making the job more rewarding than challenging, they can find themselves dealing with higher attrition numbers. As it costs the call center so much more to hire and train new agents than it does to […]

Call centers can be one of the most vital assets to your organization – as long as it is an efficiently run division. If your call centers are not focused on driving revenue, then it is a pure resource drain and associating that drain with value to the organization can be a challenge. It is […]

Virtual contact center services provider, LiveOps is a company focused on delivering the next-generation of cloud-based services for the enterprise. The company continues to work to maintain strong share in a market space where Google, Microsoft and Salesforce.com all compete. As these companies continue to make aggressive pushes in the cloud computing space and expanding […]

Call centers have operated for years on the premise that they are the primary interaction point between the company and the customer. The difference now is that customers no longer only rely on the telephone to communicate with a company and want access to real-time information through a number of different channels. To help in […]

In the call center world, there are a number of different call center management tools that can help to drive an optimal performance. The challenge for many call center decision makers is weeding through all of the offerings to determine what they really need to drive results and what is truly just fluff meant to […]

The evolution of the automatic call distributor is interesting in that technology and consumer trends have not always been on the same path. For instance, the Aspect European Contact Center Satisfaction Index found that of the 1,000 consumers interviewed across Europe, roughly 66 percent had used the traditional telephone channel to communicate with a company, […]

Companies throughout the global marketplace are moving to an “all-IP” environment in order to put their voice, data and other communication channels all on one network. The same is true within the contact center and to easily accomplish this migration; many are turning to Interactive Intelligence Call Center solutions. One particular Interactive Intelligence client, Brand […]