Learn about the benefits of contact centre technology by exploring related blogs.

social network on the smart phone concept

Looking Ahead – Mobile Users and the Contact Centre

How to amp-up your mobile customer service methods in order to connect with the fastest, youngest, savvy customers: the mobile set.

What are the most vital and central factors of your life? Your family? Your friends or coworkers?

What about your smartphone? Does “central aspect” feel a bit too strong for your thoughts about your relationship to your mobile device? If so, you’re in the minority: new data from Exact Target research found 85 percent of survey respondents believe their mobile devices to be “central aspects” of their lives. Read more

Icons of people with gears and interface icons technology, socia

What is Multichannel & Why Do I Need It?

How to make the shift to multichannel and meet or exceed customer expectations for service in a competitive marketplace.

Contact centre managers who have been in the business long enough remember the days when the contact centre was still called the “call centre.” It doesn’t take a brain surgeon to figure out why this vocabulary shift happened; the term “contact centre” emerged to make room for various other methods of contacting customer service representatives, including video, email, smartphone, social media and more. Read more

Cartoon Businessman Looking Through A Telescope

To Infinity & Beyond: 4 Trends Defining the Future of Contact Centres

How to harness the power of emerging contact centre trends to provide customer service that anticipates the needs of today’s consumers.

U.S. Civil War president Abraham Lincoln once said, “The best thing about the future is that it comes one day at a time.” While it’s easy to get swept away by the day-to-day demands of running a bustling contact centre, it’s equally important to remember that each day that passes without investing in improving customer service for the future is a day wasted due to untapped potential. Read more

Icons of people with gears and interface icons technology, socia

6 Must Have Technologies for Strong Customer Support

Having a world-class call centre means investing in the necessary technologies to ensure it’s keeping up with the times — and outpacing your competition.

Contact centre managers know providing excellent customer support is job one for a successful operation. Today’s client is accustomed to round-the-clock access to answers and does not list patience among their top five virtues. That’s all right. Good contact centre agents can manage, if that is, they have access to a few crucial technology items for excellent customer support. Read more

Customer Support Centre

Measuring Marketing ROI: 4 Elements You Need in Your Call Centre

How to discover exactly what marketing efforts make your contact centre’s phones ring and which ones are not worth the investment.

Ah, the unassuming call centre; quietly working keeping things running whether it is the dead of night or Christmas morning. Some organizations don’t give the customer service sector its rightful respect, thinking of the client service centre as more of a touchy-feely part of the company than a revenue generator. However, even if your contact centre principally handles service calls, it’s absolutely a vital part of the way your organization does business and generates profits. Read more


15 Ways a Call Software Application Can Improve Your Business

How to cut through the static and take advantage of crucial call software features that will give your business a major advantage.

If your contact centre is an automobile, a good call software application is the grease that keeps everything running smoothly and efficiently. Without vital information about each customer interaction, how can you possibly expect to offer top-notch customer service in an efficient manner? Read more

Vintage reel-to-reel tape recorder deck controls

How Call Logging & Recording Technology Can Help Your Business

The modern contact centre is absolutely powerless without smart call logging and recording technology to provide priceless insights about customers, employees, and overall institutional efficiency.

If you are still living in the dark ages without reliable call logging and call recording software systems, how can your firm possibly maintain or improve on client service levels? Today’s consumers expect you to know how to solve their problems before they even arise; with valuable insights garnered from the recording and precise tracking of calls, you can always be one step ahead. Read more