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...

Fortune 50 bank's innovative use of agent assisted automation drives engagement and efficiency to revitalize a longstanding charitable partnership Through...

Thirty three percent of Americans say it only takes a single instance of poor service for them to consider switching...

Call center shrinkage may seem like a necessary evil by yesterday’s standards. However, technology that works in real-time – contact...

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...

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

Welcome to Spring! It’s time to clean the clutter and broken pieces out of our center house and bring in...

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