Call Center Industry News

Here's the latest from the EPIC team
Evaluating Call Center Companies: A Baseline Test

Evaluating Call Center Companies: A Baseline Test

Call center outsourcing companies may appear all the same on the surface, so it’s important to tease out the differences. EPIC Connections has helped companies across many industries seamlessly navigate the outsourcing partner selection and RFP process, identifying...

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How to Get Started with Customer Journey Mapping

How to Get Started with Customer Journey Mapping

If you’re looking to reduce customer effort (CES), increase customer satisfaction (CSat), and improve Net Promoter Score (and who isn’t?), mapping the customer journey is an essential step towards success. Improving the customer journey has the potential to not only...

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4 Ways to Get the Most Out of Cloud-Based Technology

4 Ways to Get the Most Out of Cloud-Based Technology

The “cloud” has been part of the contact center lexicon for nearly a decade now; but only in recent years have organizations truly realized the benefits of a cloud-based approach. In the last two years alone, the adoption rate of cloud contact centers has increased by...

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