Blog

We’re going to be talking about the last 10-14 days in our call center and how we’ve adjusted to having… Read More »A Day in the Life: Embracing a New Norm

Q: Can you talk a little bit about you and your role at Nice InContact? A: Sure, I am the… Read More »Unique Times: A Conversation with Paul Herdman, Head of…

We took some time with Fred Shadding, a call center advisor and consultant. Fred has over 30 years of experience… Read More »A Conversation with Contact Center Consultant-Advisor Fred Shadding

We’re going to be talking about the pandemic and what you can do as a call center and organization to… Read More »COVID-19 (Coronavirus) and your Call Center

There are probably lots of questions that you need to have answered before you can really consider using an outsourcer.… Read More »Top 10 Questions You’ve Always Wanted to Ask a…

Whether you are setting up a new call center or updating an older one, there are certain policies that you… Read More »10 Policies Every Call Center Operation Must Have

Crystal Ball – The Call Center of 2025 Let’s talk about the future. Technology is evolving so quickly that every… Read More »Crystal Ball – The Call Center of the Future:…

When considering what metrics make up a world-class call center, there are many points to consider. Let’s focus on the… Read More »7 Metrics to Benchmark Your Call Center for Efficiency

Our True Social Media Horror Story Facebook, Twitter, and Instagram can all be used very effectively for marketing and connecting… Read More »Our True Social Media Horror Story

On November 14, 2019, it was announced that Google’s Cloud Contact Center AI is now Generally Available (GA). A lot… Read More »GOOGLE CONTACT CENTER AI IS AVAILABLE- WHAT THAT MEANS…

For companies who are looking to really evolve into a world-class call center, we’ve got ways to help you head… Read More »5 Ways to Improve Your Call Center

It’s that time of year! Everyone is putting out their “Trends for 2020” lists and we decided to join in… Read More »Call Center Technology Trends for 2020