Contact centers are the primary customer touch point for companies of all sizes. Whether a contact center is a formal operating environment with as few as 50 or as many as 20,000 agents, or an informal one with 3 to 20 employees handling inside sales, appointment scheduling, reservations or technical support…
Nothing tests the performance of a contact center more than a direct response campaign. If the campaign is successful, the contact center will be flooded with inbound calls, chats and
emails from eager prospects in response to a compelling call-to-action they just encountered on television, radio, Web, print and a variety of other media…
The Automated Call Distributor, or ACD, is the central command center, or “brain” of any inbound contact center system. Almost all the other applications that comprise the contact center software “ecosystem” are in some way connected to, or dependent upon, the ACD. In fact, it can be argued that had the ACD never been invented…
In this tough economy, delivering superior customer service is essential to business survival. This is especially true in the United States, where customer service is practically in our DNA: According to the 2011 American Express Global Customer Service Barometer, which measures consumer attitudes toward customer service in ten countries,…
Executive Guide To Cloud-Based Contact Centers