5 Tips to Instill Excellence in Contact Center Culture

Customer service excellence

It’s easy to find articles, seminars and even news clips with executives or consultants talking about creating a culture of customer service excellence. Almost everyone—from CEOs to call center managers—“gets” that making customers…

New Call Center Software Helps Create a Caring Culture AND Gets Results

Great call center software creates cultures that care.

These are the times that try call center managers’ souls—or at least their scheduling capabilities. The days are fast approaching when weddings, honeymoons, graduations and vacations will make it tough for the managers…

Don’t Drive Them Away! Call Center Software Makes for Easy Customer Journeys

Call center software: Customer Journey Infographic

Could your call center software be driving away business? If you’re like a lot of businesses, it might be time to walk a mile in your customers’ shoes. Surprisingly few businesses collect enough information…

Contact Center Software Mashup Helps Coach the Rest of Us

call center software: coach on soccer field

Coaching top executives is all the rage these days, and is increasingly endorsed—and paid for—by companies hoping to get the most out of their top brass. For example, Bob Nardelli, former CEO of…

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…

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…

Replicon’s Genius: Going Global Fast With Hosted PBXs and Call Center Software

Hosted PBX: Globe

Sometimes, executive genius is about finding ways to achieve what seem like contradicting objectives. That’s why I admire Replicon’s global IT director, Neal Alberda, who was quick to see that a hosted PBX…