Year End Review: Customer Service Trends in 2015 and Beyond

As we look back on 2015, it’s tempting to refer to that age-old adage: “The more things change, the more things stay the same.” This year, that couldn’t be further from the truth. That’s because 2015 was the year the technology really made its presence known in customer service. Automation, artificial intelligence, social media, CRM […]

7 Reasons Your Contact Center Needs Cloud-Based SaaS

People often get criticized for having their head in the clouds, but for your contact center, there’s no better place to be. Over 65% of businesses are already using cloud-based applications, and 46% of contact centers planned to move their contact center to the cloud by mid-2015. One of the best reasons to do so […]

It’s Time to Embrace Centralized Communication Management

Communication is all about strategy. Customer-to-business communication, employee-to-employee communication, company-wide communication…all of these interactions can be analyzed and optimized to benefit the company. Now, with cloud based communication networks, companies can store all of their data and scale easier than ever before. Companies need to develop a centralized communication management strategy to go along with […]