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
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
The modern call center is awash with incredibly sophisticated technology. In fact, ‘lack of tech’ is hardly ever the problem these days. You might even
VoIP phone systems have already been around for a surprisingly long time. (Really – VoIP is the same age as Pharrell Williams.) But the big
Fact: anyone who’s qualified to take a call is qualified to make a call. So why would a contact center recruit two different teams for
Sometimes Customer Satisfaction (CSat) scores just will not go up. However you tweak your service – revised scripts, new tools, evolving processes – customers still
