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  • 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!

  • Staff Spotlight: Jennifer Sutcliffe

    by Erina Suzuki | Apr 12, 2022, 09:20 AM

    I am the 7th child out of an 8 child family. I learned early on that I was part of not just a family but a team. There was a big age difference, but that did not stop us from just being family, we were a tribe. We did not just share genetics; we shared goals, aspirations, and core beliefs. Although we are now grown, we choose to spend time together, like no time has passed. Our tribe has grown; no longer just siblings, we have in-laws, children, nieces, nephews, grandchildren, and fur babies.

  • Here's Why You Should Integrate Social Media Within Your Contact Center

    by Erina Suzuki | Apr 8, 2022, 02:53 PM

    Social media is more than replaying cute cat videos, learning recipes from 20-second clips, and discovering trending memes on Twitter. For many organizations, social media is a highly effective tool that can be leveraged as a competitive advantage for their customer service.

  • 8 Reasons You Should Integrate Your CRM With Your Contact Center

    by Shaundalee Carvalho | Apr 1, 2022, 02:04 PM

    Your contact center and your Customer Relationship Management (CRM) tool are a lot like peanut butter and jelly – both great on their own, but even better together.

  • How can academic institutions leverage customer service as their competitive advantage?

    by Erina Suzuki | Mar 25, 2022, 10:51 AM

    The importance of connecting with students in meaningful, effective ways cannot be overstated. If higher education providers want to succeed amongst their competitors, they need to prioritize a customer-centric strategy in their organization.

  • 7 Teams Features and Settings You Should be Taking Advantage of Right Now

    by Shaundalee Carvalho | Mar 18, 2022, 12:36 PM

    Are you using these features and settings?

  • Staff Spotlight: Blair Ferguson, Chief of Staff

    by Blair Ferguson | Mar 8, 2022, 12:24 PM

    I’ve spent the first 16 years of my career at ComputerTalk. As a fresh grad with an interest in people and business, Human Resources seemed like the best fit for my passion and ambition and this “little” company took a chance on me.




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