Unified Communications

Buyer’s Guide to Cloud Solutions

Pricing is primarily about licensing—except when it’s not! Market disruptions have created an interesting mix of possibilities, and you must spend the time to find the best fit for...


Changes in Contact Center Latitudes, Changes in AI Attitudes

The industry’s hesitant approach to AI before the pandemic is poised to become a much more confident near-term march toward AI deployment.

Technology Artificial Intelligence

Cloud-Based Communication Tools Key to Maintaining Contact Center Operations

At a time when many companies are grappling with how their technology investments impact their bottom line, providing the highest quality of customer support must remain a key initiative.


Why the Call Center Was Already Collapsing—Even Before COVID-19

Phone-based support was already struggling to meet the demands of an increasingly digital world. Facing the strain of the COVID-19 crisis, it’s simply no longer viable.

Technology White Papers

Redefining the Work Experience

Mobile WFM communications help keep home agents engaged in the scheduling process and part of the team.

Technology White Papers

Automation: The Contact Center’s Grocer

One common misconception about virtual assistants is that they are ‘all or nothing,’ meaning that the goal should be to fully automate a customer interaction.

Virtual Contact Centers Technology Artificial Intelligence

Hiring Work-at-Home Agents After the Coronavirus Crisis: What’s Next

WAH agents don’t just have to be wired technically, they need to be properly wired emotionally.

Virtual Contact Centers Technology Staffing

Knowledge Management: Four Selection Criteria to Increase Customer Lifetime Value

This ability to be wherever a customer’s journey starts or ends gives KM solutions the unique ability to fulfill the true holy grail for customer experience-savvy organizations: increasing...

Technology Self-Service Assisted Service

Analytics-Infused Training: How to Nurture Agent Growth and Customer Happiness

Automated analytics software can give contact center managers a complete picture of a customer interaction by looking at patterns in speech, desktop and text interactions.


Important Trends in Workforce Management Technology

Rich in historical metrics, WFM is prime for the implementation of artificial intelligence and analytics.

Technology Artificial Intelligence

The New CX Imperative: Serving the Values-Based Consumer with a Heaping Helping of Digital Empathy

Digital empathy happens when companies ‘listen’ to customer behavior across channels, learn from it and apply their knowledge to improve a customer’s digital experience.

Technology Omnichannel

Cloud-Based Dialer Checklist

Cloud-based systems open a whole new world of features. Make sure you know what to ask for when you are evaluating a new dialing system.

Technology White Papers

Accomplishing Call Center Transformation with Unified Communications Softphones

Enabling human agents is a perennial challenge in the contact center industry, particularly in terms of supporting the need for remote working without compromising productivity.

Technology Unified Communications

AI and KM: From Knowledge Management to Knowledge Automation

An AI-infused KM system delivers “knowledge at your fingertips,” making it easy for customers to access the right information 24/7.

Technology Artificial Intelligence White Papers

Coronavirus = Business Continuity Plan

Do you have the appropriate technology for your staff to work from home during a disease outbreak?

Technology White Papers COVID-19 Remote Work

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