Call Center Solutions

Quality assurance in the contact center depends on the metrics used. Track too many and QA reviews are too tedious to sustain. Track too few and scores no longer reflect customer experience. This guide starts with the right call center quality assurance metrics to track, then covers how to score interactions, schedule reviews, and turn

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

Many organizations run on Microsoft 365 but keep their phones on RingCentral. Others are pricing RingCentral against Teams Phone for the first time. In both cases the question is: keep calling on a separate platform, or move it into Microsoft Teams?  This guide compares both platforms on pricing, features, and integration.  Tl;dr What Is Microsoft

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