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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Workforce Optimization and Speech-Enabled IVR Now Part of BroadSoft CC-One

Written by Steve Kaish on 08/22/2017

This week BroadSoft is pleased to announce the addition of Workforce Optimization, Speech-enabled IVR, and Voice of the Customer analytics to CC-One. These new features will help contact centers impro...

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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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