Tag: contactcenter

8 Must Have KPIs for Measuring CX and Contact Center Success.

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Measuring success can be challenging. Especially in the contact center. So, business is doing well, right? Are you contributing to that success? Or maybe business is doing poorly. Is that because of your contact center? The only way to know

What should you know about PCI Compliance?

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9 out of 10 large organizations suffered a security breach last year. The Contact Center is often the hub for Card Not Present (CNP) payment transactions. The transmittal, processing, and storage of payment transaction data carries with them an obligation

Need a quick, easy, flowchart of the IVR? Searching the IVR for a recording? IVR audit time, again?

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AVDS IVR Visualizer + PureConnect Increase your ability to optimize, correct, and maintain consistency in call flows and your IVR documentation. Created by our Development Pros at AVDS, a Genesys AppFoundry member, the IVR Visualizer for PureConnect is a web-based

Give customers, agents, and business users the experiences they want!

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PureCloud™ makes customer relationships simple by connecting phone, email, chat and social through one tool for better customer and employee engagement. PureCloud was designed with the user in mind. It’s easy for employees to engage with customers and easy to

Modernize Your Contact Center Today or Risk Losing Business Tomorrow!

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Frost & Sullivan White Paper Customer expectations have changed. Self-service options on all channels is a must. And when self-service is not enough, customers want live agents who can take the high touch interactions and make it a seamless transition.

How would you like to be treated?

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An anonymous quote that I’m quite fond of is, “Integrity is doing the right thing, even when no one is watching.” I like to believe everyone feels that way. However, I know it’s simply not the case. Not everyone is

The best system is only as good as its weakest link.

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Five Nines is a term for describing the availability of a service or system at 99.999% uptime. Realizing there are 525,960 minutes in a year, a system that truly provides 99.999% (aka Five Nines) uptime would only be down/unavailable for

52% of all data currently stored by organizations is of unknown value.

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Is Your Data Just Sitting in the Kitchen Catch-All Drawer? We all have that kitchen drawer that catches everything. Probably some pencils in there, definitely scissors, address and phone number lists, stamps of various denominations, just less than enough tape,

5 Benefits of Live Chat in Your Contact Center

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Today’s consumers are turning to the web before the phone for everything from ordering pizza, to paying a bill, to finding support answers. This makes live chat one of the most important channels for contact center interactions. Empowering your contact

Don’t be scared…of technology, that is!

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There are a lot of scary things out there, especially at this time of the year. But technology doesn’t have to be one of them. If your contact center has you spooked, give us a call. We ain’t scared! Oh,