November 27, 2016 Cisco WebEx Teams is a revolutionary product. By combining the best aspects of other collaboration tools into one intuitive platform, Teams has the potential to change the way a company communicates and manages projects from the ground up. The efficacy of the solution is there; the problem that many companies face […]
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.
Using UCCX in Your Telephone Triage Call CenterRead
A telephone triage call center has an important job, and sometimes healthcare can’t wait. Learn how UCCX can streamline operations in a triage call center.
The Avaya/Nortel Roadmap Is Not Looking GoodRead
November 3, 2016 As contact/call center managers, it’s important to have your eyes on the future of your center. While it is easy to focus on a single call or a single shift, it’s more important to keep track of the bigger picture. Contact/call centers entirely depend on the underlying technology that supports them. […]
Cisco Bolsters Spark Meetings with Worklife AcquisitionRead
October 23, 2016 Cisco has a bit of a reputation within the technology industry for purchasing and acquiring small technology startups to improve their own technology offerings. That reputation continues to be true this month as Cisco purchased the collaboration software developer startup, Worklife, out of San Francisco. Cisco plans to continue selling Worklife […]
How Intelligent Call Routing Improves Contact Center EfficiencyRead
October 20, 2016 As contact center infrastructure resellers, Mindsight’s role in the contact/call center space is to connect our clients with the technology solutions they need to implement their strategy. At times, this could mean deploying a new contact/call center platform with the appropriate hardware. Other times, Mindsight may just be supplying an add-on […]
How to Map Your Customer’s JourneyRead
October 13, 2016 As contact center professionals, we strive to provide our customers with the most convenient and pleasant customer experience possible. Whether through the interactive voice recording (IVR), self-service web form, social media, or by phone, customers can pick and choose their preferred method of contact. However, simply offering these different channels of […]
5 (or 7) Tips for Swapping Contact/Call Center PlatformsRead
September 29, 2016 There are many reasons why a contact/call center may wish to change platforms and migrate their system to a new solution. Perhaps the platform is “end of life” or “end of support,” and you can no longer acquire licenses for new agents. Perhaps there has been repeated frustrations and difficulties with […]
How to Write a Customer PersonaRead
A customer persona can help guide your contact/call center strategy. Learn how to write one and the importance of your customer persona.
5 Unexpected Ways You Can Use Video ConferencingRead
Video conferencing and telepresence could help your company in ways you never expected. Time to think outside the box.
From Call Center to Contact Center to Customer Engagement CenterRead
The call center has a new name and that new name has been renamed. Welcome to the customer engagement center.
