Remote Assist – What is it and How it Can Help Your Contact Center
Remote assist is a technology that allows users to take control of another user’s desktop, allowing agents and supervisors to directly control the user’s desktop and input keyboard and mouse controls. Remote assist is a great piece of technology for businesses that want to streamline CX and internal support, as well as optimize their workforce. […]
Bright Pattern Mobile – Bringing Your Entire Company Together to Improve CX
Mobility is the key to success in our new digital age. The world, including both customers and the workplace, are becoming more and more mobile. With the rise of the remote workforce as well as the skyrocketing use of mobile devices and mobile channels to communicate with customers, the need for your call center software […]
How to Choose the Best Mobile Call Center Software for Your Business
Call centers in the digital age need to adapt to rapidly changing digital transformation. With the emergence of new channels, especially mobile channels like messenger apps, mobile apps, SMS and texting, and more, call centers need mobile call center software that can support all of these emerging channels. Here are the things to look for […]
How to Choose the Right IVR Software for Your Business
IVR technology is critical for inbound call centers that want to optimize their call center performance, the performance of their call center agents,and improve KPIs and metrics. To ensure that contact centers are delivering the best possible service during inbound interactions and incoming calls, call centers need a powerful, advanced IVR that can personalize the […]
What Are The Key Requirements Of The Telephone Consumer Protection Act (TCPA) For Call Centers
The Telephone Consumer Protection Act (TCPA) is a federal law that sets restrictions on how businesses can contact consumers through telephone calls, text messages, and faxes. To comply with the TCPA, call centers must ensure that they have the consent of the consumer before making any calls and that they are only contacting the consumer […]
Strategies for Optimizing the Customer Experience in an Omnichannel Contact Center
An omnichannel contact center has a very high potential for providing an excellent customer experience. An omnichannel call center allows contact centers to connect with customers and clients on all digital and traditional communication channels seamlessly. This includes channels like voice, email, SMS, texting, messenger apps, video chat, web chat, and more, and allows agents […]
Auto dialer software: How to choose the right one for your business
If you’re in the market for auto dialer software, you’re likely feeling overwhelmed by all of the choices. Which one is the best for your business? In this blog post, we’ll help you choose the right auto dialer software for your needs. What is Auto Dialer Software? Auto dialer software is a program that automates […]
Tips for Integrating Microsoft Teams into Your Call Center Software
Having an internal business communication platform, like Microsoft Teams, is important to help keep your call center agents and employees stay connected, especially when your call center is managing a remote workforce. With the COVID-19 pandemic and the rise of the remote workforce, Microsoft Teams has become a larger player in the call center space, […]
How to Get the Most Out of Your ITSM Software
A recent study by the ITSM software development company Samanage revealed that only 38 percent of users are satisfied with the features offered by their ITSM software. This means that many businesses are not getting the most out of their investment in ITSM software. In this blog post, we will explore three ways to get […]
Why You Need Government Call Center Software
Government call center software is a type of software that allows government agencies to manage and monitor their call center operations. This software can help agencies to optimize their resources, manage their customer interactions, and report on their performance. Additionally, government call center software can help agencies to improve their customer service and better serve […]