Latest Contact Center Best Practices

Dec 31

Big Data is Growing Even Bigger: 3 Ways to Stay Ahead in 2016

Posted by Rachel Brink on Dec 31, 2015 8:56:30 AM

Big data is rapidly growing, and shows no signs of slowing down anytime soon. In fact, the total amount of information being captured and stored by industry doubles every 1.2 years, fueled largely by the Internet, cloud computing, and IP based communication. And by more effectively managing the large volume of data flooding their organizations, businesses will have the ability to gather greater insights about their market, customer base, and internal business operations to help drive employee productivity and business growth. But as it stands, 80 percent of analysts’ time is spent on data prep, while only 20 percent is spent looking for insights. And according to a recent Bain & Company survey, only 4% of companies say they have the right people, tools, data, and intent to draw meaningful insights from their data—which, if unchanged, will severely impact their ability to keep up in 2016.

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Topics: call center, public cloud, contact center, big data, integration, reporting, cloud

Aug 22

4 Things to Consider When Moving Your Contact Center to the Cloud

Posted by Guillaume Seynhaeve on Aug 22, 2014 9:08:12 AM

The debate over the merits of moving an enterprise’s contact center operations to the cloud has long been addressed and settled.  If you are in need of greater market adaptability, can benefit from a flexible workforce, need to simplify your infrastructure, operate a seasonal business, need to reduce company costs…and so on, the concept easily sells itself.   In fact, with 70% of companies using on-premise solutions planning to make the move in the next 1-3 years, you would be in good company.

However, the logistics of successfully migrating to a cloud contact center solution are contingent on your ability to properly prepare for the change.  It doesn’t have to be difficult (and it usually isn’t), but here are a few things to consider:

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Topics: call center, crm integration, public cloud, call center scalability, call center software, best business practices, work force management

May 16

Why the Public Cloud is Just Plain Better

Posted by Madeleine Coe on May 16, 2013 3:00:00 PM

You already know that switching to a cloud-based software solution for your contact center can be the best move your business can make. The process is easy, swift, and takes almost no downtime for your customers. Besides, there are so many benefits to conducting business from the cloud, it would be silly not to consider it.

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Topics: cloud security, cloud based solution, public cloud, call center scalability