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.
Read the latest and most relevant contact center technology news through the Mindsight blog. Our most recent articles are below.
November 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…Read More
August 19, 2021 Here’s an old business adage you’ve probably heard more than once: “The customer is king.” (Or queen, of course.) But putting the customer first is much easier in theory than in practice, which is why many companies continue to substitute lip…Read More
June 10, 2021 The 12 months between January 1 and December 31, 2020 were historic in more ways than one. First and most obviously, a once-in-a-century pandemic reshaped the way people live and work. At the same time, and not coincidentally, cybercrime exploded. And…Read More