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This article was originally published on Tenfold The call center that we know of today is a far cry from its former state, what was once a simple setup of an Automatic Call Distribution (ACD) system in the ’50s has now been morphed into a milieu... Read More
( Staff Writer ) | 310 Views | 0 Replies
The current synergies between unified communications and the contact center are unmistakable, as cloud technology helps transform the customer-facing experience. When making business decisions about unified communications (UC), the focus is usually... Read More
( Staff Writer ) | 351 Views | 0 Replies
Here is some practical advice on how to personalise customer interactions in your contact centre. Due to the sheer size and scale of modern contact centre operations, businesses have traditionally offered a ‘one size fits all’ approach when it... Read More
( WhichVoIP ) | 795 Views | 0 Replies
Steve West looks at why so many UK operations are still behind the curve when it comes to advances in contact centre environment design. Over the past few years I have been given access to contact centres in numerous countries, many of whom think... Read More
( WhichVoIP ) | 705 Views | 0 Replies
Research has shown that, despite the industry standard of 80% of calls being answered within 20 seconds, a significant number of contact centres are moving above that target. A recent survey by Call Centre Helper, sponsored by NewVoiceMedia, asked... Read More
( WhichVoIP ) | 714 Views | 0 Replies
Our readers share their best tips for improving contact centre performance. Coaching 1. Focus on the positives rather than the negatives Instead of focusing on the negatives, I like to focus on the positives. With thanks to Jennifer 2. Make more... Read More
( Mitchellb ) | 790 Views | 0 Replies