How Can Financial Firms Improve Customer Service after the Pandemic?
Financial firms generate profits by borrowing short-term cash cheaply and lending or investing it for higher, long-term returns. A steeper yield curve—which indicates a wider gap between short-term and long-term interest rates—means more profitability. But the yield curve has been relatively flat in recent years, squeezing profits and adding pressure to counter with aggressive cost-cutting…
Workforce Management Guide: Call Center Leaders Take a Seat at the Table
WFM professionals must perform at higher levels than ever before in an increasingly complex contact center environment. Discover why leading organizations view contact center automation as a strategic asset.
Contact Center Operations: Leveraging Automation to Improve Agent Engagement
Contact center operations leaders are being asked to reduce cost at unprecedented rates – but without sacrificing the agent or the customer experience. Learn how automation improves efficiency, agent engagement, and CX simultaneously.