Contact Center Gamification: Game Your Way To Performance
If your business has invested in a contact center, the individuals sitting in the seats perform a critical role for your business. Contact Center managers have many levers and buttons that they can work with to help these team members achieve peak performance. Contact center…
What is Amazon Connect? The Easy Explanation!
Amazon Connect is Amazon’s Cloud Virtual Contact Center used to support agent-based calling environments quickly replacing legacy Call Centers. Connect is not the same as Amazon Direct Connect which we covered in prior posts however you could use Amazon Direct Connect to route calling information from your…
RPO vs. RTO what you need to know
Recovery Point Objective (RPO) and Recovery Time Objective (RTO) should not be in the rear-view mirror for 2021 as organizations look to adjust their BCDR plans post Covid. RPO Explained: Recovery Point Objective (RPO) is defined as the total amount of data that can be lost…
Advanced Call Center Technologies You Should Know About in 2022
Call Center Technologies evolved & deployed into Contact Center as a Service (CCaaS) in 2020 through this year. The ability to turn up a Virtual Contact Center with remote agents, Omnichannel support and key customer data insight were all reasons organizations shifted toward this technology. …
Contact Center
Telephony The Ultimate Guide for 2022
A lot has certainly changed in the 145 years since Alexander Graham Bell successfully completed the first two-way long distance telephone conversation with Thomas Watson. The call was made between Cambridge, MA and Boston over a two mile stretch of wire. AT&T ultimately bought Bell’s…
What is a Virtual Call Center
Senior executives who are in tune with their client base often ask “what is a virtual call center” as they seek to provide the best possible interface to their customers and work to optimize the customer experience (CX). Global business is quickly evolving and optimizing…
Microsoft Teams Voice – Direct Routing Best Practice
Microsoft Teams Voice – Direct Routing Best Practice