The customer service metrics that matter most to a contact center depend on the organization's specific goals and objectives. However,...

Operational efficiency is essential for any business, but it is especially important in the contact center. There are a number...

The modern workplace is a constantly evolving landscape. The tools and technologies employees use to do their jobs are changing...

Contact Center as a Services (CCaaS) is a cloud-based customer contact center solution that allows businesses to manage customer interactions...

If you had to make a list of some of the most valuable assets that any business has, its relationship...

To say that the last two years have been a disruption to just about every industry you can name is,...

Setting up the right call center shifts can be a complex, intensely manual process for any dedicated call center operation...

According to one recent study, a massive 96% of all consumers say that the quality of their customer service experience...

When it comes to the effective use of a call center, proactive planning is key. It's not enough to simply...

The Internet of Things, also commonly referred to as the IoT for short, is a concept that involves a network...