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 […]

18 Feb

Common Customer Service Mistakes Solved by Contact Center Software


According to one recent study, a massive 96% of all consumers say that the quality of their customer service experience […]

18 Feb

Introduction to Call Center Forecasting


When it comes to the effective use of a call center, proactive planning is key. It’s not enough to simply […]

16 Feb

Intelligent Automation Boosts Global Media Group’s Customer Service

John Englund

Competitive pressures have pushed customer service to the forefront of the struggle among businesses to stand out from the pack. […]

15 Feb

Mission 2022: Invest in Tech to Fortify Employees, Not Replace Them

Matt McConnell

As 2022 advances, I hope we’ll see the pandemic weaken, the economy strengthen and consumers thrive. These past two years […]