Smarter analytics deliver better contact center workflow

Big data has never been more prevalent than it is today. Companies have always been interested in collecting raw information,…

What can angry customers teach us about customer service?

Even the best, most accommodating and conscientious companies will engender the occasional angry customers. It's inevitable. At the same time,…

3 ways to maximize agent productivity

For a contact center to transform into a strategic asset, there are many factors to be taken into consideration. Among…

Building trust by providing great customer experience

It'd be difficult to overstate how important it is for businesses to earn and then maintain their customers' trust. Trust…

How speech analytics can optimize the contact center

In the past few years, analytics has become one of the most important aspects of the IT realm. Organizations around…

Avoidable errors can lead to customer service catastrophes

Business leaders in every industry spend a lot of time trying to figure out how to optimize their customer service…

The most valuable asset in your organization

Few would argue that the corporate contact center is unimportant. Business leaders generally understand that a highly functioning contact center…

Do you know your company’s CES?

For any company to survive and thrive, it needs to make customer service a priority. Without high-quality support and customer…

Customer Retention Should Trump Acquisition

The importance of customer retention for business success is well-accepted by most company leaders - on a theoretical level, at…