Though the holidays bring a surge in sales for many businesses, that usually translates to an increased volume of customer...

The customer service metrics that matter most to a contact center depend on the organization's specific goals and objectives. However,...

Operational efficiency is essential for any business, but it is especially important in the contact center. There are a number...

The modern workplace is a constantly evolving landscape. The tools and technologies employees use to do their jobs are changing...

Contact Center as a Services (CCaaS) is a cloud-based customer contact center solution that allows businesses to manage customer interactions...

Intelligent automation is driving successful contact center operations by boosting the performance and engagement of frontline agents—whether remote or in-center—and...

The UK Forefront Executive Council gathered on 30 March to discuss the customer service challenges faced by today’s contact centres....

Artificial Intelligence (AI) is upping the technological ante that was introduced by automation a generation ago. AI and machine learning...

Maya Angelou said that “people will forget what you said… and what you did… but not how you made them...

If you had to make a list of some of the most valuable assets that any business has, its relationship...