Archive | February, 2016

What do people really think of Skype for Business in the contact centre?

What do people really think of Skype for Business in the contact centre According to Unify-Squared, the world of Skype for Business is growing rapidly, looking to exceed 100 million enterprise seats by 2018, if it continues on its current growth trajectory. But is the contact centre really ready to embrace Skype for Business? In [...]

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Rectify your call scripting mistakes in real time to improve performance

The use of scripts in the contact centre can bring businesses many benefits, reducing agent training time and helping eliminate errors and compliance issues; supporting better customer engagement while promoting consistency in customer service.  Yet, there are also many pitfalls in rolling out a call scripting strategy. And where businesses do get things wrong, they [...]

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Improve Contact Center Performance with the Right Analytics

The contact center’s role as an enabler of customer service has always been driven by metrics. But, are we now seeing fundamental changes in how performance is measured? We still ask ourselves how long our customers have to wait for a response, or for an answer to their problem. We still ask ourselves how productive [...]

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An Introduction to PCI Compliance

Many people think PCI compliance is as simple as pausing and resuming a call recording at the time that sensitive credit card details are captured. In fact, there is much more to it than that. Payment card industry (PCI) compliance is adherence to a set of specific security standards that were developed to protect card [...]

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Business Case for Service Providers to offer CCaaS – Contact Center in the Cloud (Part 2)

In my previous blog post, I explained how service providers are ideally positioned to offer Contact Center-as-a Service (CCaaS) by having the core infrastructure, network and operational ability needed to deliver cloud applications as a service. What is very important to note, is that while established contact center vendors have been bringing various forms of [...]

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Business Case for Service Providers to offer CCaaS – Contact Center in the Cloud (Part 1)

2016 has been dubbed “the Year of the Customer”. Carriers, multiple-system operators (MSO) and other service providers have the unique opportunity to create new, recurring revenue streams and to help their business customers with the complexity of managing an effective customer experience program. Brand loyalty is at an all-time low as an ever-increasingly competitive landscape [...]

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