Maximize Customer Satisfaction through Communication and Collaboration (Infographic)

Rich Guth
Written by Rich Guth
on 10/04/2017

Recent Aberdeen Research makes it clear that few contact centers empower their agents to collaborate with each other, their management, and subject matter experts throughout the business. Yet the same...

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Customer Engagement Analytics for the Contact Center - A Six-Part Series

Rich Guth
Written by Rich Guth
on 09/28/2017

To help you understand Customer Engagement Analytics for the contact center, the BroadSoft CC-One team has created a six-part blog series explaining Customer Engagement Analytics - what it is, why you...

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Customer Journey Analytics With Contact Center Data - A Three-Part Series

Rich Guth
Written by Rich Guth
on 07/28/2017

Your contact center systems provide you with a lot of data. There’s a lot of value in that data, if you just know how to reach it. Doing Customer Journey Analytics with your contact center data,  data...

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Omni-Channel Contact Center Communications in a Unified Cloud Environment - A Four-Part Series

Rich Guth
Written by Rich Guth
on 07/05/2017

Omni-channel contact center communications means more than offering multiple channels. It means sharing information between those channels, and using customer, agent, channel and interaction informati...

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