CALL CENTER SOFTWARE BLOG

Your go-to for the latest customer experience news and weekly call center tips.

robocop

Call center quality assurance is a daunting challenge that contact centers face. Thousands, sometimes millions, of interactions go through contact centers on a daily basis,…

BYOC

There are a lot of acronyms in telecom—SMS, MMS, PRI, SIP; the list goes on. Now we’re adding another one: BYOC. BYOC, or Bring Your…

Net-Promoter-Score

Net Promoter Score, or NPS, measures customer perception of a company or product based on one simple question: “How likely is it that you would…

Call Center Challenge

According to Contact Babel’s 2019-2020 Decision-Makers Report, the top challenge facing call centers is not having a single view of the customer across all channels.…

Call Center Quality Assurance Best Practices

It isn’t easy guaranteeing an amazing experience every time a customer interacts with your agents. Call center quality assurance (QA) is hard to get right,…

Southern Cros Recognized for Innovation

Last week, our customer, Southern Cross, was awarded the prestigious Trans-Tasman innovation honor and recognized as one of Australia’s top 10 ‘Most Innovative Companies’ for…

blogaug7pic

“This call may be recorded or monitored for quality and training purposes” your phone speaker announces when you dial a customer service number. Then, right…

Omnichannel-Quality-Management-small

Customers are now communicating in more and more channels and picking their favorites. This is great for the consumer, but companies are struggling to maintain…

improveCX

Today, we live in a world where customers have endless options and can easily leave a specific brand or product for another based on price,…

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