Press Release: Fenero Launches Flow to Banish Rigid Call Center Scripting

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Fenero Launches Flow to Banish Rigid Call Center Scripting   Fenero, a leading provider of cloud solutions for contact centers, announces the launch of its latest feature, Fenero Flow   Miami, FL, September 12, 2016 – Fenero, a provider of cloud-based call center solutions for sales and customer service operations worldwide, is announcing the launch of its newest feature, Fenero … Read More

Keeping the Lines Open When Disaster Hits the Call Center

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By Jeff Davis Can you reroute your support lines? One of the first things companies must do when looking at disaster recovery options is to find a suitable place to set up alternate operations. The separate work site should be easy for employees to get to, and it should provide plenty of Internet bandwidth. Perhaps more important, though, you must … Read More

Five Major Trends in the Contact Center

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“This article is brought to you courtesy of Call Center Times.” By Dick Bucci, Principal and Founder, Pelorus Associates Pelorus Associates is a market research and consulting firm that carefully tracks important trends and developments within the contact center industry. The following list summarizes five trends that have been underway for some time and we expect will continue to impact … Read More

Boosting Your Call Center’s First Contact Resolution

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“This article is brought to you courtesy of Call Center Times.” By Galina Solopova, CallScripter No matter if you are a small business or an enterprise, managing a contact center means finding a balance between contact center efficiency and customer satisfaction. To improve contact center efficiency, managers need to get the most optimal productivity from their agents (answering as many … Read More