There’s a common misconception that technology will disrupt customer service the way it disrupted manufacturing. Using robots to assemble more […]
“The call center is like a hurricane,” says Nathan Belfield, a 15-year call center veteran and current Customer Success Leader […]
Absenteeism among contact center agents has been a persistent problem for years, with many businesses dedicating HR and Operations staff […]
Many have claimed the coronavirus pandemic would usher in the death of the call center. But non-voice channels like email, […]
This year’s rapid acceleration to remote call centers has presented some advantages for agents and managers alike: less time commuting, […]
Industry leaders & analysts foresee virtual as viable model for longer term Analyst groups like Gartner and Nemertes predict that […]