Knowing your customers is important for providing the best possible service, but how companies use customer data is more essential...

It’s that time of the year. The weather outside is getting frightful, the mistletoe is looking ripe for picking, the...

Have you seen the viral video making the rounds about Sherlock, the adorable and very energetic dog “employed” by KLM...

 Workforce management planning is one of the toughest jobs in the contact center. Not only are these teams charged with...

Regulatory compliance is always top-of-mind for financial services organizations and critical for sustainable business. Non-compliance and a lack of knowledge...