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–Contact Center–

Advanced Reporting and Analytics Offer Digital Paydirt

Jun 15, 2018
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.

–Contact Center–

A Modern Contact Center Means Choice for Customers

Jun 8, 2018
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.

–Contact Center–

Advanced Contact Center Reporting Conquers Digital Mess

May 25, 2018
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.

–Contact Center–

Are AI and Chatbots Overwhelming the Contact Center?

May 15, 2018
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.

–Information Security–

Q&A with ShoreGroup’s CEO on IT Infrastructure Management Directions

May 4, 2018
In the second Q&A in our series, we asked ShoreGroup's CEO, John McCarthy, about emerging trends in IT infrastructure management and operations.

–Insider–

Cloud Q&A on Contact Center and Collaboration with ShoreGroup's CEO

Apr 24, 2018
ShoreGroup's CEO, John McCarthy, discusses his thoughts on the Cloud's impact on contact center and collaboration. Read this Q&A interview to learn more.

–Contact Center–

Actionable Tips for Contact Center Optimization

Jan 15, 2018
Contact center optimization can start today. These actionable tips will help you improve operations without making major changes to your infrastructure.

–Contact Center–

How to Take Your Contact Center Strategy to the Next Level

Jan 5, 2018
Revitalizing your contact center strategy isn’t as hard as it seems. By implementing a few key solutions like remote workers and omnichannel technology, you can end the cycle of poor service experiences and transform your contact center into a source of pride and profit.

–Contact Center–

Good Disaster Recovery Planning Makes All The Difference In Healthcare

Nov 13, 2017
ShoreGroup works as a trusted advisor to a number of organizations in the health insurance industry. The contact center core systems are designed with disaster recovery plan in mind so that their core systems are not impacted by any disasters. Contact us to secure your systems.

–Contact Center–

Having a Modern Contact Center Means Putting Customers in Control

Jul 18, 2017
Customer experience drives the modern contact center, and most of these customers wish to be in control of their service experience. Learn more here.

–Contact Center–

Channel Choice is Key to Contact Center Success

Jan 6, 2017
Omni-channel customer services are no longer nice to have; they are a must-have. And, with the advent of the contact center in the cloud, it's no longer just for the big guys.

–Contact Center–

Contact Center as Profit Center

Dec 16, 2016
Jan Carlzon is probably not a household name, but articles and case studies about the turn-around he implemented at his organization are referenced widely in management literature and in business school discussions worldwide.

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