Category: Blog

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How to Handle the Holiday Rush and Seasonal Demand in the Call Center

The holiday season is a time full of joy, laughter, and valuable time with loved ones, family, and friends. For the call center industry, however, it is a chaotic time of heightened call volumes and jammed workflows. During the holiday season, many people are rushing to buy gifts and travel to places, meaning that they […]

What IT Can Learn from the Call Center: Remember to Put the Customer First

The IT organization delivers services in many forms to virtually all of the business, including but not limited to resolving incidents and fulfilling service requests through the service desk. Because these services are a key pillar of virtually every IT organization, we will focus our attention there. At the same time, most businesses have customer-facing […]

Call Center Software Mistakes and How to Fix Them

The call center is the face of the business for many businesses, companies, and organizations. For this reason, businesses must ensure that their call center, and especially their call center software, can support customer interactions smoothly and efficiently. Here are some of the mistakes call centers make and how to fix them. Focusing on First […]

Outbound Call Center Software Tools for Seamless Customer Service

An outbound call center is a vital part of the customer experience that many businesses provide. An outbound call center can exist for many different purposes. Outbound call centers allow businesses to make outbound calls to customers and prospects efficiently. These call centers are useful for use cases like telemarketing, outbound sales, fundraising, surveying, and […]

Top 5 Customer Experience Solutions Tools for Contact Centers

The customer experience is one of the most important aspects when running and growing a business or organization. Especially in the new digital age, delivering a great customer experience is more crucial than ever. Delivering exceptional customer service can build strong customer relationships and customer loyalty, leading to bigger opportunities to expand your business through […]

Key Observations for IT Service Management in 2021

In a recent trend report conducted by Canam Research and sponsored by Bright Pattern to research trends in ITSM and ESM channels, many key trends were identified in the IT service management field in 2021. This trend report surveyed IT professionals from a wide range of seniority levels, including c-levels, directors, managers, and VPs. Top […]

Is Contact Center as a Service Right for Your Business?

The contact center is an important part of many businesses and organizations since it is the first point of contact between customers and businesses. This means having advanced contact center technology can give your business or organization an edge by allowing you to provide exceptional customer service on any communication channel. But how are companies […]

Call Center Software: A Definitive Guide to the Call Center and Customer Service

The call center, or contact center, is the face of the company for many businesses and organizations. When customers need customer support and customer service, one of the first touchpoints in their journey with your business or organization is the call center. The call center and call center software has a long and storied history, […]