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5 Contact Center Tech Upgrades to Consider in 2019

Customer Service Life

The text of this article originally appeared on the ICMI blog on December 5, 2018. There are five such areas where I see significant gains for your contact center by upgrading in 2019 if you haven’t already. Slack has revolutionized contact center communication. Hint: Focus on Agent Performance.

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So You Need a Quality Application? Consider These 7 Things

Customer Service Life

This article was originally published on the FCR blog on May 24, 2019. I hope that’s a freeing thought for folks out there who might feel like they’re doing quality wrong in their contact center because they’ve not yet gone high tech. Imagine increasing your talent pool for quality contact center managers by hundreds!

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SugarCloud: 7 Benefits of Cloud Computing

SugarCRM

By 2021, “ 94% of workloads and compute instances will be processed through cloud-based data centers.” That explains why 44% of businesses plan to increase tech spending in 2020, up from 38% in 2019. ” There is no going back. Your IT infrastructure is the engine on which your business runs.

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