28 Jun

Improve Employee Engagement Using Call Center Technology

Jennifer Lee

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.

18 Feb

Are You Actively Listening for Feedback Across Channels?

Melissa Kovacevic

It’s tempting to be passive and reactive when monitoring for quality. We plug into phones, look at emails sent, listen […]

28 Jan

The Expansion of Workforce Management into Multi-Channel Contacts

Vicki Herrell

A few years ago, I could go into a room full of workforce management (WFM) professionals and ask how many […]

16 Jan

What’s the Dis-Service Level in your Multi-Channel Contact Center?

Matt McConnell

Do you have a multi-channel workforce? Is it effective? When in the business of serving customers, the most important question […]