What’s the state of Unified Communications as a Service (UCaaS) in 2024? In a nutshell, it’s more robust than ever. Mindsight expert John Irey breaks down the state of UCaaS in 2024.
Category: Contact and Call Center
Articles about contact and call center solutions, customer experience, customer service, security, strategy, trends, and more. Explore contact and call center technologies with Mindsight.
Is the Sky Falling? Cisco CallManagerRead
Some good news for businesses and organizations that use Cisco CallManager, the company’s on-prem calling solution: The sky isn’t falling. Yet. But it will fall in another year or two, so start planning now.
Maximizing Your Contact Center Agent’s Time: A Contact Center ReportRead
Ensuring your agents’ time on the clock is time well-spent starts with forecasting, scheduling, quality management and individualized training. Mindsight and Elevēo share their insight on how to better equip your agents for success.
Leveraging Multi-Channel Service to Increase CX: A Collaboration ReportRead
Putting the customer first is much easier in theory than in practice, which is why many companies continue to substitute lip service for actual service. Mindsight breaks down why multi-channel communication is key to customer satisfaction, and retention.
Security in the Contact Center: A Contact Center ReportRead
Among the most vulnerable cybersecurity targets are contact centers, where security and privacy are often the weakest links. Sadly, it’s difficult to trace fraud attempts back to the perpetrators. Mindsight’s Kleid Gjataj shares insights on what you can do to protect your contact center.
How To Create A Frictionless Customer Experience With Tech: A Contact Center Report UPDATEDRead
Find out what technologies are helping businesses create a frictionless customer experience and how our experts align business goals, the customer journey, and technology with the customer in mind.
Tools for Increased Call Center Productivity: A Contact Center ReportRead
Mindsight takes a look at tools that are crucial for your remote contact center to thrive as the future of work changes, not just survive while we are all in pandemic mode
IVAs and Vaccine Communication/Distribution: A Contact Center ReportRead
How can an IVA aide in the communication and distribution of the COVID-19 vaccine? Find out how and why IVAs are so valuable for healthcare.
This Call May Be Monitored Or Recorded – Legal Or Not? – UPDATEDRead
We’ve all heard the IVR announce “this call may be monitored or recorded”, but are businesses within their legal rights to do so?
2021 Call Center Predictions: A Call Center ReportRead
How will call centers operate in a post-COVID world? Mindsight explores a world with radically different and surprisingly familiar operations.