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  • The 9 Best Questions to Ask When Evaluating Contact Center Vendors to Avoid Hidden Fees

    by Shaundalee Carvalho | Jun 13, 2022, 09:02 AM

    Everyone knows that great customer service is important to any business. Naturally, that means that the contact center you use for customer service is an important decision to make. With so many options out there, and the pressure of knowing your organization’s customer service depends on it, it can be a tough decision. The process can be complicated and time-consuming, so it can be especially disappointing when you think you’ve found the perfect solution, only to realize that there are hidden fees that will make it cost more than expected.


  • Find out the 6 best practices you need to be using to handle challenging customers today

    by Erina Suzuki | May 31, 2022, 03:39 PM

    If you work at a contact center, then you’ve probably encountered angry and frustrated customers from time to time. These customers are even more challenging when they start taking their frustrations out on you. But don’t worry – take this opportunity to transform their negative experience into a positive one! Continue reading to learn 6 effective strategies when you’re handling demanding customers.


  • The Complete Guide to Preventing Agent Burnout in Call Centers

    by Shaundalee Carvalho | May 20, 2022, 09:49 AM

    The term “burnout” has been thrown around a lot in recent years. It seems like everyone, from big celebrities to the person in the cubicle next to yours, is talking about it. But what exactly is burnout? Why is it such a problem? And most importantly, how can it be prevented? This blog will answer these questions.


  • 7 Things to Consider When You’re Choosing Your Next Contact Center Solution

    by Erina Suzuki | May 13, 2022, 12:31 PM

    Contact centers play a vital role in facilitating effective communication between businesses and their customers. They serve many important functions; they build client relationships, resolve their issues, and provide opportunities for sales.


  • Here's How Technology Can Solve 4 Major Operational Problems in Healthcare

    by Shaundalee Carvalho | May 6, 2022, 04:20 PM

    In a society heavily impacted by a recent global pandemic, hospitals have been under a strain unlike any seen before in our lifetime. With this and the day-to-day strains of staff shortages and an aging population, the healthcare industry needs all the help it can get. That’s where technology comes in. In addition to the obvious ways that technology can help, like advances in tools for diagnostics and patient care, there are plenty of ways that technology can be of assistance in an administrative or operational capacity. Read on for four operational problems faced by the healthcare industry that technology can help to solve.


  • New Call Center Agents Should Keep These 7 Tips in Mind

    by Erina Suzuki | Apr 29, 2022, 02:10 PM

    Congratulations! You nailed the interview, got the job, and your first day as a call center agent is right around the corner.


  • Workforce Management: Your New Secret Weapon

    by Shaundalee Carvalho | Apr 22, 2022, 03:13 PM

    Balancing the best interests of your customers, your agents, and your organization, all while trying to avoid over-complicating your own role as the contact center manager, can be difficult. In fact, it may seem near impossible at times. But if you’ve ever wished for a tool that could make everyone happy, you’re in luck: Integrating a workforce management (WFM) solution into your contact center provides significant benefits to customers, agents, the contact center manager, and the organization!

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