News - Call Center

Government and Public Sector Adoption of Cloud Technologies

Thomas John at Five9 questions whether the COVID pandemic has sped up government and public sector adoption of cloud technologies.

In a word: YES!

Perhaps the only major benefit of the COVID-19 pandemic is the accelerated pace of digital transformation and cloud technology adoption.



10 Ways to Improve Call Centre Sales Training

While a call centre’s primary purpose is delivering the best possible customer service, part of that equation should also include effectively generating sales. After all, high-level customer service interactions allow you to identify what a customer wants and presents the opportunity to sell them exactly what they need.



Better, Not More: The New Rules of Content Marketing

Getting a stronger understanding of your audience needs—and the content your organization is already producing—can help you focus your content marketing approach, says strategist Hilary Marsh.



The First Piece to Your Customer Experience Puzzle

Elisabeth De Longeaux at Odigo explains that today, beyond the technological feats of AI, automation and the cloud, the focus of contact centre managers should remain on customers.



How to Build a QA Form for Call Center Monitoring

When you consider the value consumers place on customer service, it’s easy to see why call quality monitoring is an integral part of call centre workflow. You might even say it is the lifeblood of a call centre operation.



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