For years, the contact center was regarded as a necessary evil, an appendage that was just part of the cost of doing business. Eventually, people realized the contact center could be a profit driver, and it got some serious upgrades to match. Improving contact center reliability can be one of the biggest new profit drivers you never saw coming. Why Contact Center Reliability Means Value for the Entire Business The evolution of the contact center from cash sink to value driver came at the … [Read more...]
Archives for April 2019
IVR Monitoring: It’s Not All Created Equal
While use of IVR monitoring has been on the rise, there are many misconceptions about this service and what it can do which may lead companies to limit its potential. What’s more, IVRs are getting more complex with time, and while you may think you have IVR monitoring, you may, in fact, have server-level monitoring. Discover the many ways IVR monitoring is misunderstood down below. Misconceptions About Monitoring If you are currently using IVR monitoring in your business, can you control and … [Read more...]