Digital Engagement Insights

Tag Archive for: Digital Engagement

Top 5 Trends Transforming your Contact Center!

Business Managers, Company & Perspectives, Industry Perspectives

The Contact Center is being transformed at a rate of change that is beyond the ability of current management strategies to identify and react. Most contact centers are still using 1990 thinking in a 2020 world! The adoption rate of Smartphones,…

WebRTC, ShoreTel ECC and CISCO UCCX?

Business Managers, Legacy Services, Multi-vendor Telephony, Technical Managers

What is WebRTC? Think of it as a teleconferencing system built right into your browser! For some time now, call centers have been slowly integrating web chat functionality into the call center tool set. Visitors to the company website…

Will Technology Kill the Call Center?

Business Managers, Company & Perspectives, Industry Perspectives

We recently posted a blog on how smart phones could be used to bypass automated attendants and deep dial into a call center with a Smartphone visual menu. This blog received a lot of interest and the follow on questions clearly indicated…

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