Show poise when dealing with contact center disasters
Wednesday, May 15, 2013

Whether on the business or customer end of a busy day at the contact center, no one is really likely to end up happy. Business consultant Brendan Dykes wrote on Business 2 Community that on those days where things get busy early and goals immediately become unachievable, callers may not get their questions answered and organizations may lose a valued customer.

Don’t let turnover affect the contact center
Thursday, May 9, 2013

There are some great returns to be had from investing in the use of a contact center, but companies shouldn’t get down if there is a lot of turnover. Forrester’s Kate Leggett said managing turnover rate is a fact of life for contact center managers, as some companies see as many as 50 to 100 percent of their workers leave in a year. Instead of worrying about this, companies should use the technology in place to help manage operations if a worker leaves.

VA improves contact center
Tuesday, May 7, 2013

The large backlog being carried by the U.S. Department of Veterans Affairs surely netted the department a lot of phone calls at its contact center, but Rutrell Yasin, senior editor of GCN, said that until recently, getting the right claims information from VA was somewhat difficult.

Users must buy into unified communications
Wednesday, April 10, 2013

Companies can get a lot from a unified communications and collaboration program, such as Microsoft Lync. With the VoIP, video conferencing and productivity features, business has potential to improve dramatically by using these tools. Organizations realize this, as Dimension Data predicted that $53 million to be spent on these tools in the next two years. However, without user adoption, it may all be for naught, the report said, those who use the program seem to be the key to its success.

Getting through complexity issues in Lync
Friday, April 5, 2013

Sometimes, companies can catch hitches in new programs they have adopted. Microsoft Lync is no exception, and J. Peter Bruzzese wrote on InfoWorld that while businesses sometimes experience frustrations when first implementing Microsoft Lync, organizations can realize some great benefits from the software once any initial issues are overcome.

Best ways to telecommute productively
Wednesday, April 3, 2013

Thanks in part to unified communications solutions like Microsoft Lync being used more by companies, there are more employees are now telecommuting than ever before. Despite Yahoo CEO Marissa Mayer’s recent ban on working from home (or from coffee shops or anywhere else really), employees can still telecommute productively – when it is done correctly, according to PC World’s Christopher Null

Retailers lack UC knowledge, understanding
Tuesday, May 21, 2013

Many organizations have benefited from unified communications solutions such as Microsoft Lync, but one industry that is not yet fully leveraging UC is the retail sector. A recent report by Elite Telecom, conducted in concert with Swyx and Retail Week, reported that 68.9 percent of retail executives don’t recognize or understand the advantages of unified communications technology.

Video conferencing expected to see big year
Friday, May 17, 2013

With video conferencing, companies get cost savings, increased productivity and more flexibility, as remote workers are more easily able to communicate with others, meetings can flow more smoothly and tasks can be accomplished more effective way than in year’s past.

How UC technology has affected businesses so far
Tuesday, May 14, 2013

With unified communications and the technology is pushing it forward, information communication and technology professional Robert Sussman wrote on Biz Community that today’s business environment is far different than it has been in past days.

Unified communications can make contact centers more flexible
Tuesday, January 22, 2013

When bringing a contact center solution in, companies want to make sure everything goes off without a hitch.