First and foremost, our thoughts go out to everyone impacted by the virus. Like many other businesses – we have shifted to a “work-from home”...

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...

Making “greener” choices in the contact center can benefit both the environment and your bottom line. It can even help...

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

Welcome to Spring! It’s time to clean the clutter and broken pieces out of our center house and bring in...

With Valentine’s Day upon us, what better time to show agents your care? This “Hallmark” holiday is for more than...

Managing adherence is an age-old problem in the contact center. Here’s an updated take on a previous blog post to...

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...