Call Center Solutions

Far too often, call centers get their QA wrong. Trying to improve call center performance by chasing best practices for call quality monitoring that look good on paper but fail in the real world, tracking too many call center quality assurance metrics, and wasting time on manual reviews leaves them with frustrated agents and unclear […]

by Paul Martin, Contact Center Solutions Expert at Landis Technologies.  Over the past few years, I have had the opportunity to witness the significant transformation of contact centers. From the traditional methods of manually handling calls to the modern, AI-driven systems, the evolution has been both rapid and fascinating. This journey, especially my work with

By Preston Martin, Contact Center Solutions Expert at Landis Technologies  In the dynamic landscape of higher education, the expectations placed on IT support systems have evolved dramatically. Today’s students and faculty expect seamless, efficient, and accessible solutions across multiple communication channels. Whether it is a student struggling to access a vital online resource or a

Multitasking? Listen while you work! Your contact center generates thousands of data points every day: call volumes, wait times, resolution rates, customer satisfaction scores. Contact center performance metrics are not hard to find, but most organizations struggle to turn it into real improvement. Metrics and Key Performance Indicators (KPIs) serve as your roadmap for evaluating

Is your contact center delivering the experience your customers deserve? Good call quality monitoring separates frustrated callers from satisfied customers.  Poor call quality directly impacts business:  5 Essential Call Quality Monitoring Best Practices  1. Define Clear Standards for Success  The Problem: Without measurable benchmarks, how do you know if your agents are providing consistent service

In today’s hybrid workplace, choosing the right communication platform is more critical than ever. The tools you select need to integrate seamlessly with your existing workflows, support collaboration, and provide a cost-effective, scalable solution. RingCentral and Microsoft Teams Phone are two leading options for organizations, but they differ in significant ways.  Whether you’re considering switching to a fully integrated

In a rapidly evolving digital landscape, educational institutions face unique communication challenges that demand innovative solutions. From handling seasonal spikes in student inquiries to managing the internal needs of university departments, effective communication tools are essential to ensure smooth operations and a positive student experience. Recently, we sat down with Tom Arbuthnot, an expert in the