Resources & News

Call center agent wearing an orange dress looks at a monitor while talking on a headset. She is making use of the latest call center CX technology to provide her best customer service.

Call Center CX: Is Your Technology Building Relationships?

If you’re in the call center industry, or if you regularly deal with customer inquiries as part...

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Two young, male call center agents wearing headsets are laughing as they take calls, providing the best user experience possible.

Why Customer Experience (CX) Is More Relevant Than Ever

The automated, digital direction of our industry has some insiders asking whether person-to-person customer experience (CX) is...

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A dark-haired female call center agent wearing a headset smiles as she takes calls —speech analytics provide critical information that increase her effectiveness on the job.

Speech Analytics: Shaping the Call Center Landscape

Our industry’s information collection and metrics technology has come far in recent years, with speech analytics now...

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A blonde woman wearing a red shirt and a headset answers calls in a call center — the busylight is a great tool that can maximize efficiency for operators and management alike.

Busylight: Custom Statuses Everyone Can See

In all customer service situations, call centers in particular, everyone involved in an interaction has a vested...

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A blue ballpoint pen is pointing to a particular metric on a multi-colored bar graph depicting call center trends.

Call Center Trends Influencing Industry Best Practices

If we were to stop time and observe exactly what was going on in the call center...

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A hand pointing to a glowing holographic representation of multiple channels of communication formed through simple icons. The omnichannel approach is expected more and more by the average consumer these days, but what does omnichannel really mean? Learn more.

The Omnichannel Approach to Customer Service

Omnichannel has become quite the buzzword across a number of industries. As with most buzzwords, there are...

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A female agent on her headset. 3CX is one of the most popular platforms for call centers, but there are a number of common enhancements necessary to make it effective for your unique call center. Learn more.

Your 3CX Platform: Custom Enhancements Unlock Its Potential

Without a doubt, 3CX has become an industry-leading IP PBX system. 3CX is a powerful tool right...

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How a new 3CX integration delivered more customers and revenue for one midsized business

Pizza is one of my favorite things; I love it. I also love success stories, especially when...

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Those sneaky agents: Top strategies for managing call center agents

I’ll never forget the story I heard from one of my call center customers a few years...

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Why your call center software should play nice with accounting

In this series of blogs, we have been discussing the fundamentals of a cohesive call center solution...

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