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The Contact Center Agent Desktop – Reloaded!
SOFTEL have been looking at the emerging trends and available technologies in the Contact Center operational marketplace – and how that could change the way Agents work on their desktop; The average...
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Monitoring Call Touch Points
Does your Contact Center monitoring and reporting reflect your Customer Journey – or your internal SLA’s? Do you know where all the touch points are for your Customer Journey – and has anything...
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Why your Genesys statistics don’t match up!
Reporting Statistics A question we’ve been asked countless times: “Why don’t my reporting stats match up exactly, across my Genesys Reporting Solutions?”. With a range of Genesys solutions which could...
View ArticleMoving your Contact Center Operations to the Cloud
There’s a lot of architecture and hardware involved with Contact Centers operations. Especially those which have evolved over time and maintain legacy CRM and CTI elements such as DEC VAX,...
View ArticleAre your Contact Center Agents Misbehaving?
SOFTEL knows it happens – sometimes. The worldly-wise Agent who has found various ways to “beat the system”. This blog post is a collection of scenarios which SOFTEL have witnessed over time – and it...
View ArticleWhy Contact Center Operations Can’t Be Ahead of the Curve
Isn’t it great to have a plan? Or a roadmap, even – or maybe a long-term strategy. Plans are great, aren’t they? Plotting where you are, where you are going – how you are going to get there. Then...
View ArticleTop 5 Best Practices for Contact Center Projects
Building and defining business issues and enterprise requirements, then turning them into a project with an operational delivery plan for a complex contact center can seem quite a heavy task. We’ve...
View ArticleEvolution of Skype for Business Means Deeper Integrations in 2017
Over the last year Microsoft has been moving Skype for Business (SfB) forward in leaps and bounds. With a Windows 10 facelift, video-based screen sharing, O365 Groups integration, offline messaging and...
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New White Paper: Moving Your Contact Center to the Microsoft Cloud
SOFTEL has released a new white paper Guidelines for Migrating Contact Centers to the Cloud with Office365 and Skype for Business with Advanced Functionality. Moving enterprise voice and contact center...
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White Paper: Automation in Contact Centers
“Contact center automation enhances customer interactions, reduces effort and drives greater quality – but adoption in the industry is slow because old, legacy, on-site platforms weren’t designed to...
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