Where is software-as-a-service headed in 2015?

Nowadays, it's hard to make an argument why you shouldn't subscribe to a software delivery service. For one thing, you…

Is big data the gateway to personalized customer experiences?

We've been discussing big data quite a bit lately, and it was only a matter of time before we got…

Feature Friday: Reports & Metrics

Before changing an environment, you need to learn from it. There's no sense in fixing something that isn't broken. Bottom…

Enhancing Customer Service with Big Data

In a recent blog post, we discussed how contact center managers can apply business intelligence tools to learn from their…

How are Contact Centers Using Business Intelligence?

Consider how much information your contact center processes on a daily basis. Depending on your customer service model, that data…

3 Things We Learned About Customer Service in 2014

As 2014 has officially drawn to a close, business leaders from across the globe are wondering what the year has…

4 Vital Contact Center & Customer Service Trends for 2015

If you're currently managing a contact center, just take a gander¬†at what's in front of you and you're looking at…

How Workforce Management Supports Contact Center Operations

Between approving vacation time and ensuring the right number of contact center agents are on staff to handle peak traffic,…