Marianne Sison

Contact center workforce management (WFM) is a set of processes that ensures the right number of agents with the right skill sets are available at the right time. It has four components: forecasting interaction volume, optimizing agent schedules, assigning agents to shifts, and managing intraday activity. When done right, WFM boosts agent engagement and customer…

Video conferencing has become an indispensable tool for remote working, but it comes with a few challenges. Visual distractions, technical glitches, and lack of physical interaction can hinder the effectiveness of virtual meetings. To ensure a smooth video call experience, understanding the uses and limitations of video conferencing is necessary to help teams leverage video…

Lean project management is the process of delivering value to the customer and minimizing waste. It is a subset of the larger agile project management framework, developed primarily for manufacturing to eliminate inefficiencies from work processes. Proper application of the lean methodology results in higher customer satisfaction, lower costs, and enhanced product quality. Discover what…

Agile project management (APM) is the process of breaking down projects into smaller, manageable sections to focus on the continuous improvement of a product or service. With this approach, teams enhance their speed and collaboration by repeatedly adjusting to changing feedback and requirements throughout the project life cycle. In this article, we explore what agile…

Unified communications as a service (UCaaS) supports a productive and flexible work environment for distributed teams by providing a comprehensive suite of collaboration tools. Conversational channels and meeting recording allow users to stay on top of team activities, while file sharing and integrations keep company data accessible across all devices in real time. In this…

The state of the call center in 2024 is all about the increasing expectations for a seamless customer service experience. Companies are putting more emphasis on customer satisfaction (CSAT), improving agent efficiency metrics, and driving deeper customer insights. To help you redefine your call center strategy, here are 14 statistics exploring call center metrics on…

An omnichannel contact center provides a unified interface where businesses can manage customer communications across various channels. Supported channels include email, SMS, live chat, and social media, and essential call center features like advanced call routing and workforce management are also available. In this article, we explore what an omnichannel contact center is, its key…

Hosting effective webinars gives small businesses the opportunity to build credibility, capture leads, and enhance brand awareness. However, the challenge lies in planning and creating strong content to make a good impression. To make this possible, we explore 14 webinar best practices—from crafting a compelling title and adding interactive elements to utilizing digital marketing tools…

Computer telephony integration (CTI) enables telephones to work with computers to facilitate a seamless exchange of information. It is commonly used in call center software, allowing agents to send and receive calls directly from a desktop and access a wealth of call-related capabilities. In this article, we discuss how computer telephony integration works, including its…

A cloud contact center is an internet-based platform that enables businesses to handle inbound and outbound customer communications. It includes a host of features that streamline customer service delivery across various channels, such as phone calls, video, live chat, SMS, email, and social media. This article further explores what a cloud contact center is, its…

Setting up a virtual private network (VPN) for your business offers an additional layer of security by hiding your online activities and allowing you to safely access sensitive information. The process is fairly simple: choose the right provider, pay for a VPN plan, download the app, configure your device, and test the VPN service. This…

A robocall is an automated phone call containing a recorded message transmitted automatically to multiple phone numbers through auto-dialer software. It can be used for telemarketing campaigns and announcements like flight cancellations or appointment reminders. However, they have become easily exploitable by spammers trying to sell something illegal. Read further to understand what robocalls are,…