Many of our clients ask us about CCaaS vs. UCaaS; and when it’s appropriate to use one or the other. Here, we seek to help answer these common questions. First, if you have a customer service contact center with more than 25 Customer Service agents, you should be considering CCaaS vs. UCaaS. 25 Customer Service…
We have all been there. We hire a customer service agent; spend time, money, and resources to train them. And in 8 weeks, that agent has gone across the street to another contact center for an extra $.25/ hour. Here, we will explore the formula to reduce contact center turnover by engaging your agents. This…
What is CTI? Many people haven’t heard that CTI (Computer Telephony Integration) is a name for technology that allows interactions on the phone and a computer to be natively integrated and coordinated. The most common use-cases for CTI are within call center or contact centers for Inside Sales, Customer Service, and Help Desk. Here we…
Welcome If you’re here, you already know that choosing the right call center software for your company is an important decision. Before we get started, we need to establish the interchangeability of call center software and contact center software. The difference is that a “contact center” implies that your customer service is delivered via multiple…
Contact Center Self-Service; it’s time to save yourself It’s no secret that The Great Resignation is affecting all industries across North America, and maybe even the world. As contact center leaders, we are not shielded from The Great Resignation. Contact Center agents are going across the street for a nickel, and at a rapid pace….
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