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Meeting Contact Center Spikes Without Seasonal Hiring and Firing

A contact center can feel a bit overwhelmed from the deluge of customer inquiries during the holidays often resulting in a poor customer experience. Take on this year's peak season with confidence by learning how to best adapt without necessarily hiring temporary workers.
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Keep Contact Center Headcount in Check as Season Abounds

Contact centers can feel overwhelmed with the surge in customer interactions during the holidays. Get creative during this year's peak season and still provide great customer service by adding more self-service options, online communities, chatbots, and intelligent chat.
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Gartner's 2018 UCaaS Magic Quadrant Should Be an Eye Opener

According to Gartner, there's a major shift happening from premises-based Unified Communications (UC) to cloud Unified Communications as a Service (UCaaS). We'll analyze their latest Magic Quadrant to assist you as you consider moving to a Communications as a Service platform.
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Customer Service Week Reminds of Contact Center Importance

Earlier this month organizations across the country celebrated Customer Service Week. This annual event recognizes a company's commitment to their employees and customers. It's also a good time to reflect on ways to improve contact center service with omnichannel support, analytics, and the Cloud.
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Customer Journey Platform Makes Contact Centers Strategic Assets

Turn your contact center in a strategic asset by leveraging Cisco's Customer Journey Platform and ShoreGroup's contact center expertise. Using predictive analytics, this omnichannel, cloud-based solution will improve performance, sales, and create an exceptional experience for your customers.
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Customer Engagement and Secrets from Calabrio C3

How can organizations amplify connections with customers and employees? Read on to learn some secrets on enabling technologies, the next generation of consumers, and other considerations taken from the recent Calabrio customer engagement conference in Nashville, Tennessee.
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Score Big with Advanced Contact Center Reporting and Analytics

For better contact center reporting and analytics, you need to understand what data matters most based on the objectives of your business. The best way to start is to ask three questions: What’s most important to your business? What does it look like when done well? And, how will you measure it?
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The Cloud Provides Critical Flexibility for Businesses

Safeguard against inevitable change by digital infrastructure built on cloud technology. The Cloud delivers flexibility and other advantages. It also helps ensure your company can adapt to whatever comes next.
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Advanced Reporting and Analytics Offer Digital Paydirt

The streams of data that comes into today's modern contact center are comparable to mining for ore. Extracting the valuable bits from these streams with advanced reporting and analytics tools is an effective way to gain powerful customer insights leading to better customer and business outcomes.
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A Modern Contact Center Means Choice for Customers

To meet today's customers' high expectations, modern contact centers need to offer choices on how they communicate with them. Read on to learn how you can adopt a smarter approach to your contact center and keep your customers satisfied.
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Advanced Contact Center Reporting Conquers Digital Mess

As part of a holistic contact center strategy, organizations need to break down data silos and end the pains of patching together data from various sources. Read on to learn how to take advantage of today's advanced reporting systems that will lead to a more productive and informed contact center.
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Are AI and Chatbots Overwhelming the Contact Center?

With all of the technology innovations in the contact center, one must make sure not to lose sight of the human factor. Read how artificial intelligence (AI) and chatbots are transforming today's interactions and how you can incorporate these tools into a winning customer-centered strategy.
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