Every few years, a new customer service channel arrives on the scene with claims that this technology will be the...

This year’s rapid acceleration to remote call centers has presented some advantages for agents and managers alike: less time commuting,...

With call center conditions constantly changing, companies must turn to artificial intelligence technology in order to optimize their operations. Call...

Call centers are constantly dealing with unexpected scenarios, but 2020 has taken this to an entirely new level. Centers have...

Contact centers create enormous amounts of real-time data that could be leveraged to drive maximum levels of productivity. Yet, most...

Call Centers are sitting on a goldmine of opportunities. Day after day, centers create enormous amounts of real-time data that...

Matt McConnell was recently talking to one of his customers, which he described as a large, well-known bank, about when...

As Covid-19 continues, we're seeing devastating impacts for organizations across the city, forcing many tech leaders to make difficult decisions...

The shift to our new reality can feel lonely for those quarantining alone or used to frequent engagement with friends...

The world of customer experience is at a crossroads. Particularly for call centers, COVID-19 has served as the inflection point...