It’s no secret that work meetings have been deemed the enemy of productivity.
It’s no secret that work meetings have been deemed the enemy of productivity.
Companies across industries are adopting a more cu
While brand messaging and audience reach have long been extremely important for most marketers, the arrival of digital and mobile communication has resulted in many marketers taking a closer look a
Business professionals today spend a lot of time on conference calls and in virtual meetings–statistics from a few years back estimate that 11 Million meetings take place every day in the U.S.
Contact center agents are customer service or sales professionals that handle phone calls, emails, live chat messages, SMS texts, and support tickets for companies.
Christian Aid is a global charity with over 70 years’ experience of working in partnership with local communities to expose poverty throughout the world and help in prac
Analysts have been predicting a significant rise in cloud communications for many years now, with some estimates predicting market growth from
The overnight transition to remote work environments has exposed many companies to new security risks.
Earlier this year, work life and home life collided when the world shifted to a primarily remote work model.
As organizations unlock the true potential of meeting over the web they need to be confident that their content and information is protected.
EUROCONTROL is a pan-European, civil-military organization dedicated to supporting European aviation and committed to the European Union’s vision for a Single European S
Abzena is a leading Global Partner Research Organization providing the most complete set of solutions in integrated early discovery to mid-phase biotherapeutic and bioconjugation dru
The way we live and work have been changed dramatically by the COVID-19 pandemic. With organizations now focused on how to empower teams as remote working becomes a way of life.
Midsize companies face unique challenges when it comes to addressing employee and customer communications needs.
The recent pandemic catapulted all of us into the future of work. But what key trends are emerging and how can businesses turn these to their advantage?
Monday, July 16, 2020 By Marcus Schmidt, VP Product Management, Intrado Chris Franke, VP Global Solutions Strategy, Intrado
As a technology company operating with locations across the globe, remote work is embedded in Intrado’s DNA, and we’ve been at the forefront helping customers in other industries make the transitio
As lockdown restrictions begin to ease across the globe, how can organizations prepare for a future where home working is likely to become the norm for many?
As concerns related to coronavirus, or COVID-19, grow globally, Intrado remains focused on the health and safety of our teams as well as the importance of delivering the solutions our clients will
Intrado is committed to helping our clients and communities in their efforts to remain productive, engaged, and healthy as they implement remote work strategies.
Mathematician and bestselling author, John Allen Paulos, once said, “Uncertainty is the only certainty there is, and knowing how to live with insecurity is the only security.”
Remote work has been steadily gaining traction over the past several years.
March 27, 2020 By Julie Kent-Ransom
Video collaboration is a core component of a modern Unified Communications as a Service (UCaaS) solution.
For IT departments across the globe, enabling a remote workforce has become top priority as more businesses shift operational models to accommodate social distancing and more broadly, business cont
Walking out your office door after a day of demanding work to the relief of a relaxing, supportive environment is an ideal scenario for most people.
For decades, Multi-protocol Label Switching (MPLS) networking has offered a flexible, stable and high-performing way for companies to connect offices.
Software-defined networking, otherwise known as SD-WAN, has proven a compelling alternative to the traditional wide area network (WAN), especially among heavily decentralized organizations with lot
Unified communications as a service (UCaaS) has become increasingly critical to support the needs of today’s globally dispersed and remote workforce.
In the somewhat recent past, the brand and consumer relationship was much simpler. Most transactions were carried out person-to-person – either face-to-face or through a phone call.
The uptick in mobile and remote work over the past several years has changed the footprint of today’s workplace.
It’s pretty much impossible to avoid the hype around digital channels, chatbots and Artificial Intelligence (AI) if you are even remotely connected to the contact centre or CX industry today. Indu
We agree, “teamwork makes the dreamwork,” and it turns out, there’s some science to back this up.
A meeting – in person, by phone, video, web or some combination of all three – is about to conclude. The session leader asks: “Any questions?” Silence ensues.
Customer experience is often defined as the way customers perceive your brand. This includes your product marketing and the manner in which you stand behind those products.
You have an opportunity to seal the loyalty of your customers and it is as simple as setting up alerts and notifications for important events surrounding their relationship with you.
The ultimate goal of contact centres is to promote positive customer interactions and outcomes.
The level of call quality may be the single most important determining factor in a contact center’s level of success.
In Microsoft’s “State of Global Customer Service” report,
Modern customer experience isn’t just about doing old things in new ways, but new things in ways that weren’t previously feasible.
With customer experience set to overtake product and price as the distinguishing factor for companies by 2020, many companies are now starting to consider different ways of improving the delivery o
“Great things in business are never done by one person, they’re done by a team of people.” – Steve Jobs Collaboration is proliferating in enterprise communications.
Whether your contact center is geared towards inbound or outbound calling, sales or customer service, you want agents that stay motivated and energized to build a positive identity for your company
Given the number of ways we communicate these days, it's not surprising to learn customers have high expectations when it comes to dealing with companies across multiple channels, whether it’s chat
The call centers of yesterday were often huge offices with row after row of agents answering calls that were routed to them using traditional PBX and ACD systems.
Chances are if you keep up even a little bit with business technology trends, you’ve heard of SD-WAN.
Contact center call-backs can bring big benefits to businesses and customers alike. Rather than forcing customers to wait in queue, simply offer a call-back service.
In their book The Net and the Butterfly: The Art and Practice of Breakthrough Thinking,
Most everyday users of the Internet understand that it provides them with access to searchable information across a public web of data; but how does this information get populated and transmitted t
What is VoIP? Voice over Internet Protocol (VoIP) can be defined as “a technology or set of standards for the delivery of telephone calls and other voice communications over the Internet.
When setting up a contact centre you’re going to be faced with choosing from a huge selection of software, including cloud contact centre solutions, hosted solutions and premises-based solutions to
Making employees feel valued should be an ongoing priority for any organization.
While A/B testing is often used within marketing and business intelligence, it's not something that contact centers have traditionally leveraged.
While the evolution of the contact center, with its move towards the omnichannel customer service environment and the rise of the tech-savvy mobile consumer, generates a lot of coverage within the
What Does MPLS Stand For? Multiprotocol Label Switching (MPLS) is a term commonly heard when discussing telecommunications protocols.
Managing contact center performance is not an easy task; however, it plays an essential role in contact center success.
The benefits of hosted and managed network services have made the service necessary to remain competitive at the enterprise level. Here are the top six benefits.
First contact resolution (FCR) refers to when a customer's inquiry is resolved in a single contact.
Agent Scripting: Do You Have What it Takes to Get it Right? Agent scripting within the call center can be a touchy subject.
Listen Up: most likely you don’t listen as well as you could. In a study by the staffing firm Robert Half, researchers asked:
The work-from-home option has been gaining momentum for a number of years now for contact center staff.
The essence of the Internet is comprised of an expansive group of separate and autonomous networks, with each network consisting of a