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Selecting contact center software is kind of like choosing a house to buy - you want to get it right because it's a big investment and you know you'll have to live with the decision for a while. Just like you don't want to move into your new house and be unpleasantly surprised, you don't want to implement your new software only to find it has some significant shortcomings. To land your dream home, you need to know exactly what features you want and keep looking until you find it. The same is true when searching for the best cloud contact center software for your organization.

In its Critical Capabilities for Sales Performance Management report, the global research and advisory firm Gartner rightly recommends to assess vendor capabilities against business requirements and conducting an evaluation process that includes a request for proposal (RFP) and proof of concept (POC).

The ‘new normal’ still feels far from normal and contact centres now need to look at building a solid foundation for a work-from-home model, one which addresses technology needs and environment specifics like security and reliability. Small businesses are now looking to best practice guides to have agents up and running in a work at home environment, as well as build agility and scale.

The use of biometrics has found its way into many aspects of our daily lives and is slowly spreading to places we hardly considered before. The intent of biometrics is to identify a person in a way that is 100% accurate and cannot be stolen or compromised. Some biometrics, such as fingerprint recognition, have been in use for years. Newer biometrics, such as retinal scan and capillary mapping, were only possible once technology advances made these authentication applications feasible.

It won't help your small business if you're pulling in new customers through the front door while losing the same number of existing customers out the back door. That's not growth, it's just replacement. To experience sustainable growth, shut that back door by taking care of your customer base with effective service.

If you’re tasked with achieving more results with fewer resources, optimizing your contact center can deliver far-reaching results, having a streamlined ripple effect across your organization. SMBs and enterprises alike can overhaul their ROI with 4 approaches.

Bobby Arbuthnot joined the NUG board in 2019 and serves as the Portfolio Solutions Chair.