We are looking into the possibility of moving our sales agents from set schedules to a flex- schedule environment. Do you have suggestions on the best way to approach this change?October 15, 2013Q&A
I am setting up a blended multi-channel outbound environment contact center. What features should I be looking for in an outbound dialing solution?August 13, 2013Q&A
We are looking to acquire a new dialer to support a blended inbound/outbound environment. What are some of the more important features and functionality that we should be looking for when selecting a new dialer?May 13, 2013Q&A
We are looking into the possibility of moving our sales agents from set schedules to a flex- schedule environment. Do you have suggestions on the best way to approach this change?April 9, 2013Q&A
What are some of the most common metrics used to evaluate contact center and agent performance when handling social media interactions?March 7, 2013Q&A
My organization is considering migrating to SIP trunking from a different carrier for our call center traffic. How do we implement SIP trunking without losing our current call center numbers?November 13, 2012Q&A
We are seriously thinking about buying a cloud-based ACD. If we do, how can we mitigate risks and ensure that we maintain our operating standards?October 15, 2012Q&A
Our organization is getting ready to implement speech analytics for the first time. What are some of the top uses of the solution that we should consider?September 10, 2012Q&A
Should companies abandon asking for surveys on receipts, sending email surveys, and forcing pop-up website surveys? Wouldn’t they be better served to exclusively use Social Media as a conduit to their clients concerns and feelings (both good and bad)?June 12, 2012Q&A