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...

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...