Browsing Customer Service

Transition Your Contact Center from On-Prem to the Cloud

Transition Your Contact Center from On-Prem to the Cloud

If you are still debating whether you should transition your contact center from on-premises (on-prem) to the cloud, let’s consider the advantages of cloud-native contact center. The internet has enabled the SaaS model for enterprise software and it’s unleashed a new age of innovative software like Salesforce that allows companies to be more efficient. Consider […]

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Elevate Your Call Center’s Performance with Speech Analytics

Elevate Your Performance in the Call Center to Heroic Proportions

This post was originally written by Emily Blazensky, Director of Marketing at VoiceBase, for Opentalk Magazine.  The thousands-upon-thousands of conversations that pour into call centers worldwide every day contain priceless information. Everybody knows that. What’s a bit more difficult to know is how to extract hidden nuggets of knowledge in speech and turn them into […]

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A Contact Center Features Checklist for 2018

A Contact Center Feature Checklist for 2018

To gain a competitive edge with today’s customers, your contact center features need to continually improve your customer service offering – doing nothing is not a viable option. In fact, a recent Avanade report found that in the US, there is a $3 return on investment for every $1 invested in the customer experience. Hopefully […]

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Customer Voice Management: Enabling Heroic Customer Relationships from the First Contact to the Last

Customer Voice Management

This article was originally written by Bill Hoppin, EVP of Sales, Marketing and Alliances at TalkIQ for Opentalk Magazine. Today we have so many ways to communicate with each other: email, text, social, web, chat, instant messaging, etc. Businesses are rapidly adopting these new channels to interact with their customers, but they all have one […]

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Identifying Customer Success Heroes

Identifying Customer Success Heroes Opentalk

This article was originally published in the second issue of Opentalk Magazine. Building a great team comes down to finding the right blend of skills, personalities and emotions in the interview process. Anyone who is taking a job as a contact center agent needs to be organized, friendly and calm under pressure, but the right […]

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