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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Five Reasons You Should be Using Cross-System Customer Engagement Analytics in your Contact Center

Rich Guth
Written by Rich Guth
on 08/17/2017

There is a lot of talk about using analytics to improve operations and business performance in the contact center, but most companies are barely scratching the surface when it comes to making good use...

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Next Generation Contact Centers: Technology Enabled, Context Driven, and Customer Focused

The traditional idea of a contact center brings this image to mind—a large room, cubicles arranged in orderly fashion, agents sitting before a computer with headphones, numerous voices echoing in the ...

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