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Pro Tip: Contact Center Productivity Features Your Agents Need Now

How well your contact center agents perform can be a make-or-break aspect of your company.

It can mean the difference between a profitable customer relationship and a customer who defects to the competition.

This is why so much research and thought have gone into improving the customer experience over the past decade. 

Can you afford bad customer service?

The business world is still buzzing about the PR fallout from United Airlines’ recent removal of a passenger from one of its flights. Fortune and The Wall Street Journal reported this week that United’s corporate clients are pressuring the company to improve its customer service.

But most customer service issues never explode across the headlines like United’s has. 

BYOD and the Mobile Salesforce

If you have not yet embraced “Bring Your Own Device” (BYOD), you don’t have to feel left out … your employees are probably doing it for you.

At least that’s the rising sentiment among IT industry observers who track the “consumerization” of IT.

But there are key ways to get out ahead of BYOD and even turn it into a major productivity advantage, especially if you have a mobile salesforce that...

Meet Michael Wheelock, The New Guy!

 Helping large enterprises improve and protect customer communications is increasingly important as more conversations are happening on mobile devices. At Tango Networks, we’re proud of the role our Kinetic Communications Platform continues to play in that evolution. That’s where engineering comes in, and why we brought Michael Wheelock on board as our new Director of Sales Engineering.

Compliant Mobile Communications: because work is no longer 9 to 5

 

Thanks to a range of new technologies, we’re slowly saying “goodbye” to the 9-to-5 workday.

But as the workday evolves, IT departments need to make sure they can enforce polices and exercise control over communications outside traditional hours.

That includes enforcing the required recording, archiving and quality assurance policies on employee communications on mobile devices in all places...

End Distracted Driving

Distracted driving claims thousands of lives every year. It poses great risks to people and property for companies operating trucking and similar fleet operations.

 Since April is Distracted Driving Awareness Month, it’s important to consider how to cut these risks. We’re working up a unique offering with another industry leading distracted driving risk management partner to help make the road...

Mobilized communications to perfect your customer's journey

 

The customer journey is the route your customer takes as they engage with you and your products or services.

Upping the ante in customer engagement with mobilized enterprise communications

Employees are the “face” of your business. The quality of the interaction between them and your customers has a profound impact on customer satisfaction, retention and repeat business.

 That’s why customer engagement quality programs have gained so much traction in recent years.

And it is also why the announcement of our expanded partnership with Verint is attracting a lot of attention.  

Three ways to simplify customer engagement

Your approach to customer engagement can make a world of difference for your bottom line.   This week we announced our new Customer Engagement Mobility solution that can raise the customer experience to a whole new level.

Enterprise Connect Preview: Is your contact center the best it can be?

The contact center is an essential part of any large consumer-facing organization. That’s why we’re excited about our expanding partnership with Verint to deliver mobile communications that support optimized customer engagement including your contact centers. You can see more about these new solutions at Enterprise Connect in Orlando this week.