Blog

Bring on the Holiday Rush: Prep Tips for Your Contact Center

Bring on the Holiday Rush: Prep Tips for Your Contact Center

In just two weeks, the holiday shopping season will be in full swing. No other season impacts so many contact centers across so many markets quite like it. To accommodate the volume of sales, returns, and customer service requests, most businesses will hire seasonal contact center staff. Some retailers choose […]

Stop Voice SPAM & Robocalls – Part 1

Stop Voice SPAM & Robocalls – Part 1

Are robocalls robbing your company of productivity and dollars? Mutare Software joins us on this episode to discuss Mutare SPAM Filter. Part 1 of the conversation defines the problem and quantifies it in lost dollars, lost time, and lost productivity.   Listen to all Hiscall Technology Podcasts Here:

Managing Gen-Z and Millennials in the Contact Center

Managing Gen-Z and Millennials in the Contact Center

Millennials, born between 1980 and 1995, have been workforce rookies for the past 15 years, but there is a new kid in town, Generation Z. Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in […]

How Businesses Can Create Incredible Customer Experience (CX)

How Businesses Can Create Incredible Customer Experience (CX)

Consumers value choice. Whether it is candle fragrances, ice cream flavors, or shoe colors, businesses have to cater to their customers’ demands for options. Customer service is no different. People want a wide variety of choices about how they interact with companies. But what options should businesses offer? Much has […]

The Trifecta of Service Excellence and the Agent’s Reality

The Trifecta of Service Excellence and the Agent’s Reality

Hiscall partners with NICE inContact to solve their customer experience goals.  These businesses often face high-volume or high-complexity engagement models that involve the configuration and routing of contacts to agents. What is a “contact”, really? The traditional example is an inbound phone call.  But in today’s digital-first world, that definition […]

Why Aren’t Businesses Investing in Meeting Their Customers’ Omnichannel Expectations?

Why Aren’t Businesses Investing in Meeting Their Customers’ Omnichannel Expectations?

An omnichannel experience – consumers expect it and businesses admit they aren’t great at delivering it, so why aren’t they investing in improving it? True omnichannel experience allows customers to move seamlessly across an organization’s service channels. For example, a customer could begin a transaction in an online chat session, […]

Tech Talk with Tony

Tech Talk with Tony

Chuck is joined by Hiscall Director of Sales to talk tech news. We talk state of Hiscall sales, Hiscall updates, and industry news, including Avaya and RingCentral partnership and new President & CEO at Mitel.   Listen to all Hiscall Technology Podcasts Here:

The Bad Guy I Know vs. The Bad Guy I Don’t in the Call Center

The Bad Guy I Know vs. The Bad Guy I Don’t in the Call Center

Have you ever heard the saying “the bad guy I know vs. the bad guy I don’t” as it relates to making a change to something new? I hear that saying all the time when talking with people about why they are stuck on an outdated call center software platform. […]

6 Core Emotions in Customer Experience and Why They Matter

6 Core Emotions in Customer Experience and Why They Matter

Sometimes “Customer Experience” feels like a book everyone talks about, but few people actually read. Luckily, the conversation is inspiring and a lot of fun. There’s a rich and vibrant discourse on social media about customer experience and customer service, and so many thought leaders who are constantly pioneering the ways we think about […]

Digital Customer Service on a Shoestring

Digital Customer Service on a Shoestring

A penny saved is a penny earned, right? That’s certainly true in business, and nowhere more visibly than in small and medium enterprises. The smaller the company, the smaller the budget and the more pressure managers are under to justify every expense. But there are some things no company should […]