How to Reduce Costs in Your Contact Center

How to Reduce Costs in Your Contact Center Rising costs and an economic downturn…It’s a recipe that’s forcing businesses to look at doing more with less.  With rising inflation and reducing non-essential spending, IT leaders are being tasked with creating cost-saving strategies across their operations while continuing to grow their contact center scope in the…

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How to Improve Traveler Satisfaction Using Cloud Computing Solutions

How to Improve Traveler Satisfaction Using Cloud Computing Solutions Customer service is the key metric that underpins the overarching success of travel and hospitality brands. In fact, 60% of customers claim that great customer service is critical to their travel purchase decisions.  Cloud computing solutions, such as voice and contact center software, help global brands…

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Call Center Agent Scorecard Templates

Get your free call center agent scorecard template.

Your Call Center Agent Performance Scorecard Guide Call center agent performance is one of the biggest drivers of customer satisfaction and retention. Yet many contact centers still rely on outdated scorecards that fail to reflect customer expectations or evolving business priorities. In an era where 86% of buyers will pay more for a great customer…

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How Much Does IVR Really Cost?

How Much Does IVR Really Cost? Long wait times, overwhelmed customer service representatives, and frustrated customers who can’t find the information they need…these are the types of issues no international organization can afford to have. Interactive Voice Response (IVR) systems are tools organizations are utilizing to combat these problems by giving call center managers the…

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Top Call Center Metrics & KPI Benchmarks to Track

Top Call Center Metrics & KPI Benchmarks to Track As a call center leader, you’ve likely experienced firsthand how one call interaction can make or break a customer’s decision to do business with your company.  In fact, 90% of customers report customer service is a huge factor. And a critical part of your role is…

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Strategic Framework for Creating Proper Citizen Developer Governance

Strategic Framework for Creating Proper Citizen Developer Governance Between The Great Resignation, developer shortage, and an ever-growing backlog of tickets from internal teams, IT leaders are being forced with an ultimatum: Overwork your teams, risking burnout and high turnover  Find creative ways to offboard less technical tasks to non-IT team members  That’s why it’s no…

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10 Reasons for Moving Your Hotel Phone System to the Cloud

10 Reasons for Moving Your Hotel Phone System to the Cloud Travelers expect unparalleled service of their hotels from the time of research, reservation and engagement. With an infinite number of brands to choose from, keeping your hotel phone system simple, easy-to-navigate and reliable can create a guest experience that sets you apart from the…

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