Unified Customer Engagement Hub Blog

Get insight, news, best practices, and other opinions on trending, industry leading, and other technology topics.


Recent Posts:

The Customer Engagement Hub Comes of Age

“By 2020, 60% of large organizations will try to design a customer engagement hub, yet only half of them will select the correct technologies to make it work.”

  • 3 min read
  • 10/1/17 10:54 PM

Effective Problem Solving: 9 Steps Contact Center Agents and Managers Can Take

For contact centers, effective problem solving is one of the most important skills an agent needs to possess. Unfortunately, problem solving isn’t always intuitive. In many cases, it needs to be learned through careful training and systemization.

  • 5 min read
  • 2/24/16 11:12 AM

8 Qualities Every Great Contact Center Agent Possesses

Contact centers are important organizations. In addition to offering customer service, resolving customer concerns, and making sales, contact centers are often one of the first points of contact a customer has with a company. Because of this, it’s incredibly important that every agent employed within a contact center possesses the following traits:

  • 5 min read
  • 2/18/16 11:20 AM

6 Reasons Every Contact Center Needs Cloud-Based SaaS

Upwards of 65% of businesses are currently using cloud-based platforms and, according to a study conducted in 2014, more than 21.1% of contact centers are planning to move their business to cloud-based platforms within the next 13-18 months.

  • 5 min read
  • 2/10/16 10:29 AM

8 Tips for Reducing Call Handling Times

For contact centers, average handle time (AHT) is one of the most important measurable metrics.

  • 4 min read
  • 2/4/16 10:27 AM

How Developing a Contact Center Can Help Small Businesses Become More Profitable

When consumers think of contact centers, they often conjure images of large, faceless companies with agent-operated phone systems. They don’t, however, often think of small brick-and-mortar or e-commerce companies. The reason for this is that contact centers are still relatively rare among small businesses, even though they have the potential to help small businesses increase their bottom lines and produce more profits.

  • 5 min read
  • 2/2/16 10:19 AM

5 Common Contact Center Problems and How to Avoid Them

Compared to other businesses, contact centers face a unique set of challenges. The high-volume and often stressful environment can be difficult for employees, managers, and engineers alike and it’s easy for contact centers to fall victim to a predictable set of common problems.

  • 5 min read
  • 1/29/16 10:08 AM

Providing Better Customer Service: 7 Steps

In a contact center, there is nothing more important than customer service. It is both the center of the business and the foundation from which conversions and sales spring. Without good customer service, companies don’t earn positive word-of-mouth recommendations and may even lose customers. In fact, of the customers who leave a company, 68% do so because of poor customer service. With this in mind, it is clear that providing outstanding customer service is the best way for contact centers to maintain a strong customer base and to ensure that business stays on track.

  • 5 min read
  • 1/27/16 10:12 AM

How Cloud-Based Software Can Improve Contact-Center Management

One of the main challenges that contact centers face is disconnected systems. These systems are numerous and agents are required to wade through them in order to locate information, provide service, offer support, or make sales.

  • 5 min read
  • 1/25/16 10:05 AM

What Do Quality Assurance Managers Find Critically Important when Reviewing Agents’ Call

Contact Centers count on their agents to offer excellent customer service. To assure this is achieved at all levels, contact centers rely on Key Performance Indicators (KPIs) such as queue time, average handle time, first call resolution, abandonment rate, etc.

  • 3 min read
  • 8/19/15 10:46 AM

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