25 Mar

AI at the Crossroads of Industry and Academia

John Englund

Artificial Intelligence (AI) is upping the technological ante that was introduced by automation a generation ago. AI and machine learning […]

21 Mar

Great Customer Service Requires Engaged Agents

John Englund

Maya Angelou said that “people will forget what you said… and what you did… but not how you made them […]

16 Mar

Call Center Occupancy: What It Is and Why It’s So Crucial For Success


If you had to make a list of some of the most valuable assets that any business has, its relationship […]

16 Mar

Achieving Digital Transformation Through Workforce Automation


To say that the last two years have been a disruption to just about every industry you can name is, […]

26 Feb

4 Tips for Call Center Schedules and Shift Bidding


Setting up the right call center shifts can be a complex, intensely manual process for any dedicated call center operation […]

23 Feb

Call Center Quality Assurance (QA)


Call center quality assurance (QA) is essential to any call center operation. QA programs monitor call quality and ensure agents […]