What is SaaS and Why do CX Teams Go Crazy for It?
December 9, 2021
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In this post: What is SaaS? What sets SaaS apart? How does SaaS add value to CX? CX strategies that SaaS makes possible What is
Category: Cloud Contact Center
Why are legacy systems still in use? (and what exactly are they?)
November 10, 2021
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Modern contact center software has many benefits. Cloud-based tools let you access data anywhere (enabling virtual contact center), integrate your systems with other tools, and
Is WhatsApp Integration for Customer Support Worthwhile?
November 4, 2021
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2 to 3 billion people worldwide use WhatsApp, making it the most used messaging platform globally. This figure isn’t bumped up by inactive users –
How Does Adopting Contact Center Self-Service Get You $7.91?
July 15, 2021
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Self-service support seems too good to be true. First, it saves you money (by helping customers to help themselves). Second, customers actually want to access
BPO Call Center: How to Outsource (And is it Worth it?)
July 8, 2021
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In this post: What is a BPO call center? Are outsourced teams as effective? What services do BPOs offer? How to choose a great BPO
No API Integration in Your Call Center? You’re Basically Banning Collaboration.
July 1, 2021
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There’s a new rule for contact centers: No more collaboration! Everybody must focus on one single task. Departments can’t talk to each other directly. Each
ISDN and PSTN Support is Ending: Here’s How to Stay Ahead of the Change
June 24, 2021
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In this post: What is PSTN? What is ISDN? Why are phone lines ‘going fibre’? What support is available for the switch? What are other
Customized Service: What is it, and Should You Offer it?
May 27, 2021
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No two buyers are identical. And not all customers want the same thing from your product. That can make life… But you can help yourself
9 Problems Work From Home Call Center Agents Face (Solved!)
May 20, 2021
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The coronavirus pandemic forced many call centers to switch to a work-from-home model. If yours was one of them, you know that while many agents
How to Start a Virtual Call Center: 5 Top Tips
May 12, 2021
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What’s not to like about virtual call centers? They’re cheap to set up, let you scale quickly, and agents love them. And best of all