Keys to Managing the Contact Center
Contact centers are often one of the largest drivers of revenue for a business. But, how the contact center is structured on the IT side directly impacts its earning potential in more ways than you might realize. Should you host your contact center in the cloud? Is the traditional model best?
Our live webinar, hosted by our Mindsight consultants who have a combined 35 years of expertise in the contact center space, explored the pros and cons of management options – on premise and cloud – and how to determine what is best for your organization. We discussed the pros and cons of both cloud and on-premise contact center solutions, key considerations when evaluating management options, strategies to reduce IT risk and burden in the contact center, and the biggest challenges facing contact centers from both an IT and business perspective.
View the webinar recording below.
Mindsight Blog
Read the latest and most relevant contact center technology news through the Mindsight blog. Our most recent articles are below.
December 15, 2023 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. Version 12.5 is widely installed and still…
Read MoreMarch 24, 2023 What’s the state of Unified Communications as a Service (UCaaS) in 2023? In a nutshell, it’s more robust than ever. Hastened in no small part by a three-year pandemic and a related explosion of remote work, companies are increasingly migrating their…
Read MoreNovember 18, 2021 Ensuring your agents’ time on the clock is time well-spent starts with forecasting, scheduling, quality management and individualized training. Agents may sit near the bottom of a contact center’s organizational chart, but they’re the public face of your organization, front-and-center. From…
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