call center agent efficiency

Apr 13, 2017

10 Inbound Customer Service Trends to Watch in 2017

Posted In: Now Trending Author: Mckay Bird

According to Accenture’s “Customer 202: Are You Future-Ready or Reliving the Past?,” consumers are and will become increasingly “nonstop.” That is, “the rise of digital has given consumers many more options for interacting with companies they patronize. But companies have been slow to recognize when and how these channels fit the preferences of different groups […]

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healthcare call center

Mar 15, 2017

7 Tips to Increase Patient Payments in 2017

Posted In: Cloud Call Center Software, Healthcare, Now Trending Author: TCN

For medical practices, patient payments, or accounts receivable, are an indicator financial health. The low or high number of outstanding bills demonstrates how well the revenue cycle is performing. The number also identifies factors in need of improvement. Such elements include patient payment policies and internal collections processes. They also encompass ongoing communication with patients, […]

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Mar 08, 2017

The Top 7 Security Trends in the Call Center Industry for 2017

Posted In: Cloud Call Center Software, Now Trending, Privacy & Data Security Author: Kerry Sherman

The call center, be it a department or agency, works with data every minute of every day. Thus, it cares deeply about data security and privacy. Safeguarding information ensures the organization’s longevity. Customers, clients, and patients, after all, won’t stay long with an organization that fails to keep their personally identifiable information (PII) private and […]

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Jan 12, 2017

5 Trends to Watch in Healthcare Revenue Cycle Management

Posted In: Business Intelligence, Healthcare, Now Trending Author: Bryce Payne

While a number of trends related to healthcare revenue cycle management warrant attention, almost all of them share a common source: the shift from fee-for-service to value-based care. Several variables contribute to the change, including federal regulations and fines, as well as patients choosing higher deductible health insurance plans. The movement will only accelerate as […]

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Nov 29, 2016

The Top 13 Call Center Technology Trends for 2017

Posted In: Cloud Call Center Software, Now Trending Author: Mckay Bird

What does 2017 hold for the contact center? A number of key trends currently are dominating the conversation, and started to infiltrate the market well before this year. But, from what we hear from customers, analytss and the media are presenting host of new ones which make it clear 2017 will be an exicting year. […]

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Nov 03, 2016

10 Reasons to Integrate Your Call Center Platform Data

Posted In: Business Intelligence, Cloud Call Center Software, Now Trending Author: Kerry Sherman

When it comes to your call center platform, data integration, when done right, can power more efficient operations and greater business profitability and growth. By investing in the process, you streamline connections between applications and data sources; reduce administrative and management resources; enable easy data delivery; and ensure data accuracy. The benefits prove profound; read […]

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blended call center

Apr 14, 2016

Top Seven Benefits of a Blended Call Center Environment

Posted In: Business Intelligence, Inbound, Now Trending, Outbound, Strategy Author: Terrel Bird

The International Customer Management Institute (ICMI) reported in 2011 that blended, or two-way, communication “between the call center and the customer can enable a positive impact on the customer experience and operational efficiencies.” The organization also found that most survey participants view blended call center environments integral to adding revenue, increasing customer satisfaction and improving […]

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Apr 01, 2016

New Technology Innovations Emerging in the Call Center Marketplace

Posted In: Cloud Call Center Software, Now Trending Author: Mckay Bird

Technology seems to move at the speed of light these days, regardless of industry. Call center technology, for instance, has undergone so many changes in the past few years that it looks nothing like it did a decade ago. The technology itself is different – from the hardware to the software, and it’s only going […]

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Feb 08, 2016

Big Data and Other Call Center Trends for 2016

Posted In: Business Intelligence, Cloud Call Center Software, Now Trending Author: Terrel Bird

2016 promises an increased focus on call center technology trends like mobile broadband, M2M (machine-to-machine), cloud-based call center systems and OTT (over-the-top) services. But no matter which trends lead the telecommunications industry this year, there’s one trend that is most definitely here to stay: big data management.

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Nov 05, 2015

Will VoIP Spell the End of the Telephone As We Know It?

Posted In: Business Intelligence, Cloud Call Center Software, Now Trending, VoIP Author: Mckay Bird

Children today have little idea what a payphone is. They’ve likely never inserted a quarter to make a three-minute call. And chances are even slimmer that they’ve ever seen, much less used, a rotary dial. Or an answering machine. To them, the telephone functionality of the past has simply been consolidated into a single mobile […]

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