In an age of texts, emails, and instant message applications, you might think phone calls are dead and buried. Nothing could be further from the truth. Businesses of all sizes are relying more than ever on phones and voice communication to connect with employees, customers, vendors, and everyone in between. It’s clear that phone calls are alive and well. They […]

Now, more than ever, employees crave human connections. Check out this report with insights from 3,000 employees, and get tips and strategies on building better connections.

Today’s mortgage servicers must embrace digital technologies to remain competitive. Leveraging an omnichannel contact center with advanced analytics is a huge step toward digital transformation and the sort of operational efficiency that gives mortgage servicers a competitive edge, especially in the area of collections. Here are just a few ways that forward-thinking mortgage servicers use analytics and digital communication channels […]

For many state and local government agencies, the global health crisis spurred a worst-case communications scenario. Not only were government agencies mostly unprepared to support a high number of remote workers, the legacy, on-premises communications infrastructure that supports them was exposed as incapable, irrelevant, and inaccessible to the people forced into remote work situations.

The pandemic redefined “work” as we know it. Companies adopted new technologies and workflows to support large-scale work from home. Workers quickly acclimated to the new environment, with many juggling their personal lives and work obligations more than ever before. It was a monumental shift that tested our agility and resilience. One where workers, leaders, and employers made tough decisions […]

What can a modern contact center do for you? Learn how to elevate your customer experience, boost agent productivity, and reduce costs. Check it out in our eBook.

How many vendors do you use, or are planning to use, for your communications and customer service needs? If your answer is more than one, you’re likely suffering from high costs and unnecessary headaches. Multiple vendors mean there’s a disconnect between your contact center and the rest of your business, which complicates the customer experience, negatively impacts revenue, and increases […]

Just how happy are your employees? Do they enjoy their work? Do they often go above and beyond to ensure that your customers are happy? Perhaps more importantly, what do you do to maintain employee engagement? It’s not enough to assume a lack of complaints means you’re doing well. Increasing employee engagement is a crucial strategy for any business, particularly […]