Contact center software and applications news, help and research

Contact center software and applications News

January 13, 2022 13 Jan'22
Genesys CEO on the future of contact center tech

In this interview with Genesys CEO Tony Bates, we discuss the intersection of empathy and technology, as well as the future of video in the contact center tech stack.
December 03, 2021 03 Dec'21
Amazon Connect adds quick bot setup, call summarization

AWS' Amazon Connect CCaaS offering comes into sharper focus with new features for contact center managers, agents and data scientists setting up bots.
October 02, 2021 02 Oct'21
Contact center agents' post-pandemic future

The pandemic changed how contact centers operate and the technologies used to provide customer service. In this Q&A, ICMI's Brad Cleveland predicts what's next.
September 30, 2021 30 Sep'21
Amazon Connect adds voice ID, agent assist features

AWS adds tools to search knowledge bases for answers based on terms picked up via in-call voice recognition, as well as voice ID to confirm identities of callers.

Bring yourself up to speed with our introductory content

10 customer service best practices to follow

As customer service evolves into a multidimensional force, agent training and experience, performance analysis, virtual assistance, customer sentiment and net promoter scores rule. Continue Reading
What are the different types of contact centers?

Choosing the right type of contact center depends on understanding the options available and the needs of the organization. Continue Reading
contact center as a service (CCaaS)

Contact center as a service (CCaaS) is a framework that combines contact center hosting principles and cloud-based contact center infrastructure. Continue Reading

Weigh the pros and cons of technologies, products and projects you are considering.

Call center vs. contact center: What's the difference?

Call centers and contact centers provide customer service in different ways. Decision-makers should understand which option best fits their organization's needs to optimize CX. Continue Reading
Ultimate guide to customer service for businesses

Good customer service can make or break a business -- which is why it's more important than ever to understand customer service and develop a strategy to implement it. Continue Reading
Benefits of moving to a cloud contact center

Cloud contact centers have various benefits for organizations, including cost savings, more interaction channels and staying with -- if not ahead of -- the competition. Continue Reading

Learn to apply best practices and optimize your operations.

The future of customer service: 12 trends to watch

Advanced technologies continue to shape customer service goals to streamline digital workflows, increase positive experiences, lower agent turnover and improve contact center ROI. Continue Reading
4 tips for effectively handling emails in a call center

New service channels emerge, but email remains a popular way for customers to contact businesses. Call centers should use the proper email management software and strategies. Continue Reading
8 best practices for call center monitoring programs

To create the foundation for an advanced quality monitoring program, contact centers need to invest in call monitoring and speech analytics software. Continue Reading

We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.

How to calculate call center utilization rates

Call center utilization rates provide managers with information about agent productivity, and businesses can use these rates to calculate efficiency of agents. Continue Reading
Replacing contact center platforms poses big dilemma

CX expert Scott Sachs discusses the various dilemmas posed by migrating legacy on-premises contact center platforms to the cloud. Continue Reading
Designing chatbots with personality-plus and gift of gab

Planning, patience, trial and error and a business-minded team approach are the keystones to developing chatbots with human-like qualities that seamlessly assist customers. Continue Reading