Do you know the difference between a contact center and a call center? If not, don’t worry. You’re not alone. A lot of people are confused about the two terms, even though they mean different…
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What Features Should your Call Queue Have?
Put simply, a Call Queue is what puts callers on hold while they wait for a free agent. Call Queues are what permit large contact centers to deal with busy phone lines. This way, a…
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Contact Center Must Have Features
Contemplating a Contact Center? Having a great Contact Center doesn’t just require having the right people on board, it also requires having the right features for your application. When you start your search for a…
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In’s and Out’s of a Contact Center
What encompasses a contact or call center? If you talk to customers every day, solve customer issues, manage inbound requests, communicate using e-mail, text messaging, live chat and social media then you would definitely benefit from…
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Key Features All Contact Centers Should Have (Part Two)
In our last edition we identified features your contact center should possess. This time we will examine a few more capabilities your contact center needs for success. Real-time Stats and Reporting One of the best…
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Key Features All Contact Centers Should Have (Part One)
Surprisingly, a lot of businesses can’t answer a seemingly simple question: what constitutes a contact center? Most people think of large firms that specialize entirely on answering customer questions and requests. In reality though, any…
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