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Before You Make Your Cloud Contact Center Technology Selection, Avoid These Pitfalls

Before You Make Your Cloud Contact Center Technology Selection, Avoid These Pitfalls

by Bill Pieper | Sep 10, 2018 | Insights, News

Your industry needs, your business needs, and your operations are extremely unique, making no two cloud contact center solutions alike. The implementation process is a metamorphosis that takes a cloud contact center technology platform and transforms it into the right...
The iPaaS Revolution: Call Centers and Next-Gen Integration Tools

The iPaaS Revolution: Call Centers and Next-Gen Integration Tools

by Bill Pieper | Jul 12, 2018 | Insights, News

There’s a lot of hype around robotic processes and business process automation in the call center, but what technologies are truly driving digital transformation in customer service? The answer: integration platform as a service, otherwise known as iPaaS. Here’s what...
The Right Call Center Location: Site Visits, Due Diligence, and Driving to a Final Decision

The Right Call Center Location: Site Visits, Due Diligence, and Driving to a Final Decision

by Bill Pieper | May 10, 2018 | Insights, News

Building a new contact center in today’s global economy offers a world of location options that come with overwhelming amounts of data points for each country and city. So, how do you effectively evaluate call center locations and select the right destination to...
Perseverance Through Rapid Change: EPIC Connections Celebrates 15 Years of Success as a Mainstay in Contact Center Consulting

Perseverance Through Rapid Change: EPIC Connections Celebrates 15 Years of Success as a Mainstay in Contact Center Consulting

by Bill Pieper | Mar 27, 2018 | Insights, News

The contact center industry is known for its constant hum of change punctuated by the rapid fire of new technology and a revolving door of providers. When I started EPIC Connections in my home office in 2003, I knew perseverance would be the first requirement for...
The Right Call Center Location: Understanding Market Dynamics and the Sought After “Sweet Spots”

The Right Call Center Location: Understanding Market Dynamics and the Sought After “Sweet Spots”

by Bill Pieper | Feb 20, 2018 | Insights, News

This is the second in a series of articles offering a guide to help your decision-making process. Read the first article here. Today’s global economy offers a world of call center location options that come with overwhelming amounts of data points for each country and...
The Right Call Center Location: A Guide for Evaluating Cities and Countries

The Right Call Center Location: A Guide for Evaluating Cities and Countries

by Bill Pieper | Jan 30, 2018 | Insights, News

Preparing a Roadmap to Best-Suited Cities The U.S., the Caribbean, the Philippines… today’s global economy offers a world of call center location options that come with overwhelming amounts of data points for each country and city. It’s easy to get lost trying to...
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Recent Posts

  • 5 Strategies for Optimizing & Improving Call Center Performance June 27, 2019
  • Building a Business Case for Contact Center Change April 16, 2019
  • Solving the Top 3 Concerns for Senior Contact Center Executives February 19, 2019
  • New Technology in your Contact Center? Consider This… December 20, 2018
  • How to Select the Right UCaaS Provider October 23, 2018