In 2020 BP (Before Pandemic), contact center agents typically spent their days navigating between upset customers and harried supervisors. Stress...

The pandemic has forced companies across the business spectrum to experiment with new ways of working. It’s also confirmed the...

By: Jennifer Lee, Chief Strategy Officer at Intradiem The heartbeat of any customer service operation is the call center manager....

Consumers may not realize this, but many of the most important tasks required to provide a great customer experience (such...

Call Centers are sitting on a goldmine of opportunities. Day after day, centers create enormous amounts of real-time data that...

Business Continuity Plan First and foremost, our thoughts go out to everyone impacted by the virus. Like many other businesses...

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...