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 the holidays in full swing, is your call center busier than ever? The chaos that ensues this time of...

What if you could provide call center directors with one billion assistants at their fingertips? Real-time automation does just that....

What would it mean to your center if you could improve first call resolution (FCR)? Or reduce overtime pay? For...

Your agents are crucial assets to your contact center. Serving and supporting your customers each and every day, they truly...

Mother Nature doesn’t adhere to WFM planning processes, and can unleash nasty storms with little warning or time to prepare....

In this edition of our Customer Use Case Story Round-up, we're looking at the innovative ways customers are achieving their...

Sometimes we become so involved in the design, execution and gathering of data that we may not observe what is...