Latest News


Women Veterans Can Now Text with VA Call Center

By: Erik Linask    4/29/2019

The U.S. Department of Veterans Affairs understands text messaging has become a desired communications features and and has added SMS as an option for…

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8 Reasons to Offer a Callback Service in Your Contact Center

By: Erik Linask    4/29/2019

Customer don't like waiting on hold. In fact, 60% of people say even one minute is too long. Short of over-staffing, which no customer service organiz…

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A Hybrid Cloud Approach Practical for Contact Centers

By: Laura Stotler    4/29/2019

Contact centers are increasingly adopting cloud services and infrastructure. A hybrid approach to cloud services enables organizations to slowly and s…

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On-Premise vs Cloud-Based: Which System Is Best for You

By: Special Guest    4/26/2019

Companies use different kinds of systems to manage their data and processes efficiently. Take for instance a sports club, which could use sports club …

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Inference Eases Virtual Agent Development and Deployment

By: Maurice Nagle    4/24/2019

Inference Solutions announced the general availability of Inference Studio's newest version. The newly unveiled solution enables easy access for conta…

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Help Your Call Center Agents Through 'Worst Case Scenarios'

By: Tracey E. Schelmetic    4/23/2019

Call center management is a complex skill honed over years, or even decades, of workforce management, understanding customers, learning systems and ma…

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Why Video Can Differentiate Your Customer Experience

By: Erik Linask    4/22/2019

Companies looking to differentiate their customer service - live or self service - should heed the statistics and understand that video is a key commu…

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A Dynamic and Flexible Approach to Workforce Management in the Contact Center

By: Laura Stotler    4/22/2019

Contact centers need to ensure the needs of customers and agents are being met in the fleeting era of omnichannel communications and interactions. A d…

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Why You Have to Measure CSAT and How to do it Right

By: Erik Linask    4/16/2019

While the strong majority of businesses say they deliver excellent customer service, customers largely disagree, showing clearly that business beliefs…

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Would You Know if Your Enterprise Content Management Wasn't GDPR-Compliant?

By: Special Guest    4/12/2019

ECM refers to the combination of methodologies, strategies or software tools used to gather, manage, store, preserve, and deliver the information that…

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