Call centers are constantly dealing with unexpected scenarios, but 2020 has taken this to an entirely new level. Centers have...

With some of the latest call center technology talk focused on workforce automation, Artificial Intelligence (AI), and chatbots–often eliminating the...

Thirty three percent of Americans say it only takes a single instance of poor service for them to consider switching...

Utility providers have long known that customer service plays a major role in their success, and the pressure to provide...

With the holidays in full swing, is your call center busier than ever? The chaos that ensues this time of...

Is the hectic nature of the call center pushing the needs of your agents to the wayside? How do you...

What would it mean to your center if you could improve first call resolution (FCR)? Or reduce overtime pay? For...

In this edition of our customer contact center community stories, we’re diving into the variety of ways Intradiem customers are...

Mother Nature doesn’t adhere to WFM planning processes, and can unleash nasty storms with little warning or time to prepare....

In this edition of our Customer Use Case Story Round-up, we're looking at the innovative ways customers are achieving their...