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 evolving customer demand without other forms of technology and call center automation software working in tandem.
With some of the latest call center technology talk focused on Robotic Process Automation (RPA), Artificial Intelligence (AI), and chatbots–often eliminating the need for human agents–it might seem strange to think about automation and employee engagement going hand in hand.
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 […]