CCaaS Best Practices Notes from Grupo NGN

Employee Chat for the Contact Center

Have you tried using other chat systems – Teams, Zoom, Rocket Chat, but find that you need additional features and options...

Last week we introduced the concept of Total Experience (TX) as a means to achieve excellent Customer Experience (CX). This...

CX or Customer Experience has become a key marketing buzz word across multiple industries. Depending on the perspective and...

How much time does it take for your team to calculate bonus and commission programs?We have worked with a number of Contact...

Spain has approved a bill that requires companies to answer calls within 3 minutes by a live person and not to leave...

Multiple changes to the way you conduct your business are coming from numerous fronts, State & Federal. A lot of these...

You have likely heard about the bill that was passed in Florida last July and are probably working on becoming compliant...

Over the last decade, things that used to be considered farfetched are becoming a reality more than ever. This fact is not...

I remember being an IT executive for a large, well respected BPO when I was first encouraged to move our technologies –...