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Contact Center Trends

5 Contact Center Trends That Will Dominate in 2017

While it shouldn’t be news to anyone that technology is evolving at a rapid rate, we’ve seen real benefits from the various technologies impacting the contact center industry this year. From improvements to multi-channel software integration, to increased use of IVR, call centers across the nation…

Omni-Channel Contact Center: Are you prepared for 2017?

By: Chris Recio, Inflow Communications Dir. Contact Center & Advanced Applications It’s fascinating to me how many Contact Center options do not fully extend their solutions to meet the needs of today’s rapidly developing technology and the willingness on the part of consumers to make their…
EMPLOYEES WORKING FROM HOME

The 21st Century Contact Center: 5 Tips to better support your remote agents

Let’s face it, we live in an age where technology is changing rapidly and innovating the way we do business around the world. And with the breakdown of what were once technological barriers, many businesses have grown more accustomed to the idea of remote employees. So much in fact, that many businesses…

Is your Customer Retention Rate Cause for Concern? Here’s how to fix it.

"Thank you for calling Customer Support. What is your account number?" If you’ve ever called a contact center and heard this on the other line, you’ve probably experienced a certain level of frustration as you repeat your name, account number, personal identification, etc. It’s extremely tiresome,…

Unified Communications: ShoreTel Vs. Interactive Intelligence

In the battle between unified communications solutions, ShoreTel and Interactive Intelligence both stand in the ring with diverse and compelling products. On one side, Interactive Intelligence boasts products such as PureCloud Voice, PureCloud Collaborate, PureCloud Engage, and PureCloud Communicate.…

PureCloud Competitive Advantages: Part III

If you follow Interactive Intelligence, you’re probably familiar with their most recent white paper discussing PureCloud’s Competitive Advantages. In the technical white paper, CEO Don Brown describes the 24 top competitive advantages of PureCloud. Last week we discussed part one and two of the…

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