Customer is king

Client centricity must be the driving principle of every customer service strategy.

Cloud keeps growing

Functionality is the most important criterion when evaluating a cloud-based communications solution, says Dave Paulding, regional sales director at Interactive Intelligence.

TechForum

Interactive Intelligence

Connecting with customers

Blending e-services and the contact centre provides various channels to communicate with customers.

Dave Paulding

Get ready for multichannel contact centre

Dave Paulding, Interactive Intelligence`s regional sales director, offers tips for those negotiating the shift to multichannel contact centres.

TechForum

Interactive Intelligence

Texting talks

SMS is fast becoming a valuable media channel for business.

Software

Dave Paulding

Not so remote

The use of remote contact centre agents is becoming more commonplace, and the benefits are growing too.

Wireless

Dave Paulding

Make contact count

Optimise agent performance in a real-time world to make the contact centre more efficient.

Dave Paulding

More than just software

Workforce management needs process definition and organisational consideration.

Software

Dave Paulding

Migrating to VOIP

Planning for an IP-oriented infrastructure is crucial when moving over to VOIP.

Networking

Dave Paulding

Centre of attention

The best way to run a contact centre is not having one at all.

Wireless

Dave Paulding

Weighing up IP

Companies should evaluate whether IP communications are a valid business choice.

Telecoms

Dave Paulding

Setting the record straight

Hosted contact centre solutions

Outsourcing and Managed Services

Dave Paulding