Our company is thinking about using a dialer to make welcome calls to our new customers. Do we need permission from the customers to do that?February 8, 2016Q&A
We keep hearing about this concept called the Internet of Things. What does it mean and what is the impact on customer service?June 9, 2015Q&A
What are visual IVR applications and why should they be considered as part of our customer self service portfolio?October 14, 2014Q&A
Could you explain what VDI is and why IT keeps telling us that we should implement this technology in our contact center?September 11, 2014Q&A
What are the requirements for building an effective financial analysis to obtain approval for a contact center technology investment?January 14, 2014Q&A
Suite Versus Best-of-Breed: Is Less Really More? November 1, 2013Contact Center, Publications, Technology & Applications
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
2013 Contact Center/Back-Office Application ShoppingJanuary 30, 2013Contact Center, Publications, Strategy, Technology & Applications
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