Beyond Contact Center Metrics: Customer (and Agent) Experience
CEOs think big. They want to find and retain new customers, drive revenues, and create efficiencies that flow down to the bottom line and EBITDA. In the process of leading…
What Is Needed To Build A Call Center?
Maybe you’ve recently discovered that you’re running a call center and are ready to make it official. You can always download our full guide to building your first call center…
Wait, Do We Already Have A Call Center?
I once hired four salespeople for a client of mine — I was the consultant hired to build and manage a sales team. These sales pros sat in a cubicle…
Best Call Center Software For Salesforce
So, here’s the scoop — I do have a favorite call center solution for integrating with Salesforce, what I consider to be the best call center software for Salesforce. However,…
What The Infrastructure Bill Means For Cybersecurity And Your Business
The $1 Trillion infrastructure bill is now law, and it includes a boost for cybersecurity. What will the infrastructure bill mean for cybersecurity and your business? Many businesses think what…
What Is Cybersecurity: The Basics
People are getting smarter. But I still think most corporate Americans see cybersecurity as a function of IT. They think the IT staff will build a castle wall — i.e.…
Best Cloud-Based Phone System
“The Cloud” is a term that drove my son nuts. He was a software engineer, and to him, “The Cloud” was a marketing term. I guess that makes sense since…
AI and Call Centers: How Smart is Your Hosted Call Center?
The hosted call center market has gotten more and more competitive, which is great news for your contact center. In this race to offer comprehensive solutions that help companies achieve…
5 Myths Of Cybersecurity for Small and Mid-sized Businesses
Cybersecurity is scary, especially for a mid-market company that isn’t ready to hire a CISO. That leaves a CTO, CIO, IT Director, or even the CEO or COO, in charge…