Resources

Running a contact center is never easy, especially when you factor in the rapid shift to remote teams brought on by COVID-19. Where managers once...

Though stay-at-home orders are beginning to lift, many employees are still working from home long-term, which can be taxing on company culture....

Even as businesses start to re-open, Unified Communications solutions are going to play a key role in helping organizations optimize efficiency in...

The rapid shift to remote work caused by COVID-19 has had no shortage of unexpected side effects. And even as businesses begin to re-open, there...

We’ve all heard the saying, “The only thing constant in life is change.” When it comes to unified communications, no technology provider has the...

As companies begin to face the task of reopening their businesses after the COVID-19 lockdown, many will be looking for technology to help them...

As we continue to adjust the changes that social distancing has brought to our society, businesses have been compelled to embrace the idea of...

Few would argue that 2020 has been a tough year, for reasons that are all too obvious. But the truth is, it hasn’t been all doom-and-gloom. In...

For business owners, the cornerstone of good customer engagement is the act of continually reaching out and communicating with the people buying...

In the modern business environment, customers are turning more and more to text messaging for their service needs — which means effective SMS...

In Parts I and II of Contact Center 101, we discussed the basics of contact center solutions and how the customer experience is enhanced by CCaaS...

Intelligent call routing—also known as skill-based routing—is the process of automatically directing incoming calls to an appropriate agent....