Almost every business has legacy technology. It makes perfect sense to extending its life. But it can also be a burden managing legacy systems that requires specialist knowledge. That knowledge may not be available from your original vendor nor from…
Ever thought third party contact center support was a bluff? After all, surely the vendor knows their product best and is therefore in the best place to support it – aren’t they? Well, think again, there’s more to this than meets the eye.
Agent desktops: Unified agent desktops: Ready to unleash some magic?
The right agent desktop can do magical things — transforming relationships between
businesses and customers, increasing loyalty and boosting sales. But what's the secret behind it all? You may be surprised.
PCI DSS: What's the cost of DIY compliance vs de-scoping?
Tackling PCI DSS compliance can feel like you're battling with hydra from Greek mythology ... the moment you think you’re making progress, the monster grows another head. So, is it time to hand the job to someone with more firepower?
What are your characteristics, habits and preferences? Once you’ve listed those you’ve got just one customer profile – your own. Remember you’re a customer too. But, is everyone like you? Disappointed as you may be, it’s unlikely. So how do you get…
This year is the 40th anniversary of the classic 1978 sci-fi movie Invasion of the Body Snatchers. And you could be forgiven for half-thinking there's a modern parallel happening in the customer contact arena.
Most of us hate petty rules and red tape, and if there’s no penalty for non-compliance we tend to turn a blind eye. But is PCI DSS something that merchants can ignore — or does neglect come at a devastating price?
Contact centers: The shape of our industry in 2018
It's often difficult to get a true picture of what's happening within the contact center world. The media tends to focus on data security breaches and customer service meltdowns, while trade shows reflect what vendors would like us to believe —…