Marianne Sison

monday.com is a work management platform known for its visually intuitive interface, which allows users to manage and organize their tasks efficiently. Monthly plans follow per-group pricing, starting at $12 per user. Notable features include task automation, custom templates, multiple board views, and rich integrations. Our monday.com review reveals its high level of customization, which…

Session initiation protocol (SIP) is a set of rules for controlling real-time communication sessions over the internet. Sessions include multimedia exchanges like voice calls, video conferencing, and instant messaging between two or more devices. SIP forms the foundation of voice-over-internet-protocol (VoIP) and enhances network reliability. In this article, we uncover what a session initiation protocol…

AI in VoIP refers to the use of artificial intelligence (AI) in voice-over-internet-protocol (VoIP) phone systems to deliver efficient and personalized business communications. The integration of these technologies introduces advanced features, such as intelligent call routing, advanced analytics, and voice-to-text transcription. Read on to learn how to leverage VoIP AI in your cloud communications strategy….

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…