Latest Contact Center Best Practices

Dec 09

SaaS Contact Center Software, the quick and dirty!

Posted by David Rastatter on Dec 9, 2013 12:00:00 PM

So what is software-as-a-service (SaaS)?

After being immersed in the contact center arena for quite some time, I have found that people are still having trouble grasping what software-as-a-service really is. Software-as-a-service, also known as SaaS, is an on demand software. The software is hosted in the cloud and a web browser acts as the medium for the customer to access it.

Think of it like renting an apartment, as opposed to owning one. Your landlord or property management company handles all of the maintenance headaches such as plumbing issues, broken air conditioning units, and changing light bulbs, while you enjoy the benefits of living in the apartment. SaaS can be seen as the same thing. It allows the customer to enjoy the product without worrying about the behind the scenes maintenance including updates and fixes. The customer uses the software, but its ‘skeleton’ remains unseen.

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Topics: cloud based solution, call center software features, call center software, customer support, software, SaaS

Sep 30

Taking a Chance on Cloud Technology

Posted by Rachel Brink on Sep 30, 2013 12:43:00 PM

We as humans are all hesitant to adopt new things from time to time; we like to steer away from the unknown and stick with what we are used to. It is just human nature. While this may be a more comforting way for people to go about their day-to-day lives, there are so many missed opportunities that could arise. A couple examples come to mind of how this mind-set has led to disaster for different companies and individuals.

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Topics: B2B marketing, CRM, cloud based, technology, call center, software, cloud based solution, call center scalability, cloud security, crm software, call center software, cloud call center, call center software features

Aug 06

The Best Contact Center Solution (According to My iPod)

Posted by Madeleine Coe on Aug 6, 2013 2:00:00 PM

“Jenny, I got your number, I need to make you mine….”

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Topics: crm integration, technology, call center, software, cloud customer service, contact center solution, increased call volume, call center software, cloud based call center

Jun 06

4 Words that the Tech Industry Totally Stole

Posted by Madeleine Coe on Jun 6, 2013 2:00:00 PM

I’m a writer. And, as such, I love words. The ins, outs, and oddities of the English language. Ways that words can creatively used, reused, misused. Obscure words, especially. I got my BA in Creative Writing. Let’s just say it’s a big deal to me. I literally “geek out” about words.

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Topics: cloud based, technology, software, cloud based solution, redundant systems

Feb 01

Customer Support Software

Posted by David Rastatter on Feb 1, 2013 10:20:00 AM

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Topics: CRM, contact center, contact center software, inbound, outbound, call center, software