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How COVID-19 is Affecting the Call Center
There has never been a time where the call center has been more important....or more strapped.
5 Things to Consider When Choosing the Best Email Management System
Choosing the best email management system that fits your needs will increase customer satisfaction.
Top Trends in the Customer Service Industry This 2020
There are many customer service trends that pop up daily.
Create the Perfect Business Strategy for Your Contact Center
To create a contact center that has an ability to scale, a strategy must first be put in place.
Why It's Crucial to Have an Online Community for Your Customers
You are missing out on huge opportunities if you do not have an online presence.
Top Call Center Conferences to Attend This 2020
Learn about great places to network and connect with other professionals to gather valuable insights, like strategic alliances.
4 SMS Do's and Don'ts in Customer Service
There is a right and wrong way to send text messages to your customers.
How to Improve Your Underperforming Team
Poor results in your contact center may be due to poor teamwork or other factors.
Tips for Supervisors to Increase Customer Satisfaction
If your contact center is ignoring the development of its managers and supervisors, you will run into problems down the line.
How to Manage a Call Center in Crisis
Crises happen in call centers all the time, so leaders need to prepare and learn what to do when one occurs.
4 Budget-Friendly Ways to Show Appreciation to Your Staff
The best ideas don’t involve large sums of cash.
6 Top-Priority Objectives for Any Call Center
Creating organizational objectives to drive your company’s success is crucial.
Simple Yet Effective Ways to Have High Attendance Rates for Your Call Center
Absenteeism is the single-most-important metric for any contact center.
Absenteeism: Your Call Center's Most Important Metric During the Holiday Season
Good absenteeism rate always begins with proper staffing.
Top 8 Phrases for Agents to Avoid When on the Phone
Certain words and phrases may automatically upset customers, preventing them from calling your contact center again.
How to Lead Efficient Call Center Staff Meetings
Good leadership doesn’t happen without engaging your workforce.
Creating Emotional Connections for Better Customer Experiences
emotions shown during customer interactions increase the number of loyal customers.
Reduce Average Handling Time in Your Contact Center
To boost efficiency, it is important to cut down the average handling time in your call center.
Gamify Your Call Center
Gamification is most useful for driving behavior by acting as an incentive.
How to Write the Perfect Call Script for Your Employees
When writing a call script, keep in mind the need you are trying to address for your customers.
Write the Best Emails for Your Customers with These 5 Tips
It’s crucial to have your best foot forward at all times with the customer, especially when writing emails.
Prepare Your Call Center for Thanksgiving Madness: Black Friday
Black Friday typically means an overflow of calls, which means your call center needs to stay ready.
Why Your Customers are Abandoning Your Online Forms
81% of visitors have abandoned a form after starting to fill it out.
How to Efficiently Handle Escalation in Your Contact Center
In contact centers, you can provide better service by segmenting customer concerns based on their resolution difficulty.
How to Deal with Difficult Customers in Your Contact Center
There will always be unsatisfied customers, but how you handle them matters.
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