Entries by admin

Get FileName of a DOC?

Does anyone know how to get the filename of a UCCX document?   Example: DocumentVariable = DOC[ExampleName.xml]   How do find out the “DocumentVariable” Filename as a string variable value? i.e. the Filename = “ExampleName.xml”   Use case. The Document is a parameter which can be set in the application admin. From the script, I […]

Contact Center Makes ‘Healthy’ Choice

February 02, 2016 Now that the deadline has passed for this year’s enrollment in the Affordable Care Act, more commonly known as “Obamacare,” healthcare companies nationwide can expect a rash of calls from new members wanting to know exactly what they’re covered for. To that end, one company has decided to take its efforts to […]

Healthcare Contact Centers Need a Checkup

January 29, 2016 Call centers always seem to get a bad rap, and maybe there’s a reason for that. Think about it: No one calls up when they’re happy. There’s usually a problem involved, and an unhappy caller on the other end. But that should just serve to give staffers a reason to be empathetic […]

In the Call Center, Training Matters

January 21, 2016 WFO, or workforce optimization, is an idea that’s been around for a while, but has only recently begun to gain more traction in the call center field. The idea behind it is, if you can optimize what your workers do and how they do it, your bottom line will see the difference. […]

Cloud Solution? Go With a Winner

January 14, 2016 They say that in business you’re only as good as your most recent success, but if cloud call center leader inContact is any indication, the company is on a good roll. Citing the company’s “full-featured cloud solution, stellar customer support, and commitment to innovation,” inContact was recognized by Frost & Sullivan (News – […]

Are Contact Centers at Risk of Obsolescence?

January 13, 2016 Imagine a world where you no longer have to call a contact center to get an issue resolved. Instead, you can activate a new app, and text your concern to the company involved to get an immediate response without having to deal with recordings, folks with language difficulties, or the lies of […]

Study Advises Latin American Markets

January 07, 2016 New analysis from a leading market researcher is showing Latin America what much of the world already knows: The Omnichannel effort can pay big dividends in the contact center industry. That’s one conclusion Frost & Sullivan (News – Alert) (F&S) reached in its new report, “Latin American Contact Systems Market 2015.” The recently […]