Active Insights
Automated Call Scoring, Quality Assurance, Detailed Analytics The new secure, cloud-based Active Insights platform provides access to call, message, and speech analytics. Call centers can … Read more
Automated Call Scoring, Quality Assurance, Detailed Analytics The new secure, cloud-based Active Insights platform provides access to call, message, and speech analytics. Call centers can … Read more
By Donna Fluss Knowledge management (KM) is a process for authoring, collecting, organizing, presenting, maintaining, and storing information in a manner that is readily accessible … Read more
By Donna Fluss Many years ago, when I was managing a credit card customer service contact center, one of our clients threatened to bomb our … Read more
AnswerNet launched AnswerMyTexts, the first true business text answering service solution. AnswerMyTexts lets business owners handle texts on their business phone number or have those … Read more
Tips for Improving Processes or Adopting New Technology Submitted by SingleComm While process-improving technology is a must for contact centers that want to stay competitive … Read more
Question: Ben, What Is the Current Sentiment Around AI and Automation in Contact Centers? Answer: Today, contact centers have started to feel the concrete benefits … Read more
By Rod Brownridge The modern contact center has come a long way over the last few decades. The standard used to be dozens, hundreds, or … Read more
By Jim Iyoob In this booming high-tech era, technology is disrupting and optimizing different business processes. From just being a discussion on the coffee table … Read more
By Daniel Fallmann Today, many call centers have their general scripts and rules they follow when a customer calls. However, consumers have increased their expectations … Read more
How Telephone Answering Services Use Automation to Thrive By SingleComm In today’s workplace, hiring exceptional talent has become an impossible task for telephone answering service … Read more