As technology advances, could contact center agents be replaced by robots? That’s a question some outsourcers in India and the...

The world is changing and contact centers have to keep up. Generation Y – the “Millennial” generation – has a...

Last month, we attended the Customer Experience Professionals Association (CXPA) 2014 Insight Exchange at the Loews Atlanta Hotel, where one...

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At the 10th Annual Call Center Exhibition (ACCE) show in Seattle this year – a global gathering of the call center industry...

Make no mistake: technology has fundamentally changed the nature of customer interactions. Today’s customers are better informed and more empowered...