In our last article (found here), we identified three areas of function within contact centers which any or all could cause a...

Our last post provided a common understanding, yet not a defined definition, of what customer experience (CX) is (find that article...

Improving the customer experience is a hot subject in corporate boardrooms as C-level executives push for new initiatives to drive...

As a follow up to our previous blog post on the lessons for contact centers from the COVID-19 crisis, the cloud is the future of contact...

Making plans for events corporate leaders hope will never happen is a sound business strategy. These so-called business continuity plans...

The COVID-19 pandemic has forced contact centers to close their offices and allow agents to work from home (WFH). Companies with...

Welcome to Part 2 of our blog series on home-based contact center agents — aimed at helping you manage your remote contact center...

As we all adjust to a new normal to help limit the spread of COVID-19, home-based contact center agents in particular are being asked to...