One of the first person-to-person connections a customer makes with an organization is often through a phone call. The way an agent handles that call plays a large role in customer service and satisfaction.
This past year proved to be unlike any other time in recent history – for all of us. The COVID-19 pandemic brought with it, a year of great stress and uncertainty for many.
Did you know that our Client Holidays feature can be utilized to create custom holidays? With the upcoming holidays this is a convenient feature for your business.
The terms call center and contact center are often used equivalently. While both business models involve communication by phone and customer service, they are not the same.
Business communication systems are complex, yet many companies select one communications method, secure messaging, in the hopes that a texting solution or an app will be their solution.
While desktop and laptop access still represent a large portion of digital media consumption, especially for business and healthcare uses, the trend towards mobile devices is becoming the predominant means of access.
Call centers are actively looking for ways to decrease business costs and maintain reliable communications. When researching your options, a hosted call center is one solution to consider.
As more organizations move towards utilizing their professionals’ own personal digital devices for work, they face the task of finding the right secure messaging platform.
Virtual call center technology enables a single physical server to house multiple virtual servers. Virtualization of servers enables the Genesis Intelligent Series (IS) to be deployed in the cloud.
Increasing call center efficiency is a common goal among call centers. You’ll find that having a single software platform for all call center functions, helps to achieve this goal.
While there are many benefits that working from home offers, one aspect that agents may miss about not being in the office each day is the social aspect.
Encryption is an important tool to ensure our data is kept safe. Healthcare providers are required by the Health Insurance Portability and Accountability Act (HIPAA) to use encryption to protect their patients’ electronic protected health information (ePHI).
This month, we’re addressing the importance of using a secure messaging app within industries that deal with sensitive information, such as government, law, and banking, and how these apps keep your data secure.
There are a variety of analytics and performance measurement tools you can utilize to ensure that productivity and quality are not taking a hit with your transition to a virtual call center.
