The Zen of Call Center Software, Ticket Management and Customer Delight

Call center software and Zendesk

If you know people whose eyes glaze over at the mention of phrases like “call center management” and “interactive ticketing system,” this video is the antidote. It clearly explains otherwise dry customer-satisfaction and…

Cloud Contact Center Software and WFM vs. the Real World: Who’s Winning?

Hosted contact center: gears and workforce

Henry Cooke once observed that “Life is what happens to us while we are busy making other plans.” This clash between the ideal world we plan for and the real one we all…

Is Your Business Phone Service Provider Ignoring the Elephant Herd in the Room?

Business phone service compliance: Elephant herd

A herd of elephants is wandering around boardrooms across America. They go by the names “Regulatory Compliance” “Security,” and “Reliability,” and you ignore them at your own peril. And because they’re difficult to…

Unified Communications, Call Center Software and CIO Customer Karma

MidMarket Award

Despite popular TV shows to the contrary, in real life there’s rarely a surprise witness around when you need one. But 8x8 recently ran into a number of unexpected advocates, out of the…

Call Center Software Forecast: Cloudy with a Chance of WFM

call center software: puzzle piece in the cloud

What a difference a year makes! Last year, so much of the debate surrounding cloud applications centered on the decision, “To cloud or not to cloud?” This year, for many companies, that is…

Hosted PBX Helps McLarens Achieve Dueling Objectives

Hosted PBX: sword fighters dueling

Do you ever feel torn between seemingly competing goals? That’s a common problem for people who manage growing companies. You want to simplify, but exploit advanced technology. Standardize and streamline, but give people…

Business VoIP Helps Manage Unified Communications in Extreme Weather

Business VoIP: icicles on a bridge

If you’ve been thinking that the weather has been unusually tough on business these last few years, you’re right. Extreme weather events are costing businesses nearly $200 billion a year during the last…