Contact centers provide essential customer service, and efficiency is key to running a successful one. Whether addressing upset customers’ concerns...

Typical call routing and scheduling software is necessary in keeping center operations afloat; however, they are unable to keep up...

With some of the latest call center technology talk focused on workforce automation, Artificial Intelligence (AI), and chatbots–often eliminating the...

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

There’s something sinister seething through your call center. It’s keeping you from being the strategic superhero you’re meant to be....

Digital transformation is here, and while it leads to increases in efficiency, productivity and revenue, it also poses potential risk...

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...