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Complex routing/decisions made simple. Can your CCaaS do this?

It is my impression that the Contact Center industry indoctrinates customers to simply not expect that  complex scenarios can or should be managed by CCaaS products because their platforms lack the foundation and flexibility needed to run modern Contact Centers.As I...

Scheduled Callbacks or The Art of Increasing Customer Satisfaction

Agent: Hi, may I speak with John Doe? I am calling on behalf of your car dealer to inform you that we found the vehicle you were looking for!Customer: Hi! I am super interested in talking to you. Unfortunately, I am in the middle of a meeting. But I have a few minutes...

Is Gamification Driving Positive Results in Your Contact Center?

What is Gamification?Gamification is the application of features commonly used in games to a non-game environment with a goal of improved performance or outcomes as the result of increased motivation and competition. It is important to note that Gamification is NOT:...

ROI: The Only Contact Center Acronym That Matters

Contact Centers who work with a technology partner like Grupo NGN get better results than centers that purchase software from faceless vendorsThe original working title of this blog post was “Is AI just BS?” but we decided to expand the focus of the article beyond...

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