#48 Contact Center Technology

CX Tuesday #48

This week is about Contact Center technology and its application to various customer service needs: 

  • Gartner has published their Magic Quadrant for Contact Center as a Service, North America. Get your copy!
  • When selecting the new technology, think about who and how will design and implement the solution for your contact center.
  • According to the Call Centre Helper, IT issues and lack of new technology are at the top of the list of biggest contact center problems.  
  • How to Mitigate the Risks of Seasonal Contact Center Employees and what technology can help with it. 

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2018 Magic Quadrant for Contact Center as a Service, North America

By Gartner 

North America’s CCaaS market has matured to provide application leaders responsible for customer service and support with a range of competitive offers to consider as substitutes for traditional on-premises contact center infrastructure. 


Selecting the Right Technology Partner Should Be at the Top of Your Decision Criteria

By Martin Tracey for Contact Center Pipeline 

Every year, it is amazing to see an obvious disconnect between the way organizations select their contact center technology and their satisfaction with that technology...  


The Top Ten Call Centre Problems

By Call Centre Helper 

Over the past few years, we’ve asked hundreds of our readers “What barriers stop you from running your dream contact centre?”. In 2018, we found the following results.


How to Mitigate the Risks of Seasonal Contact Center Employees

By Tim Critchley for ICMI 

According to Semafone CEO Tim Critchley, hiring seasonal staff opens the doors to additional “inside” risks for contact centers. In this Q&A, Tim shares insight you'll need to know to protect your customer data.


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