Is any contact center feature that is more under appreciated than interactive voice response (IVR)? This solution has tremendous value for companies in…
Nowadays, it's hard to make an argument why you shouldn't subscribe to a software delivery service. For one thing, you…
We've been discussing big data quite a bit lately, and it was only a matter of time before we got…
Before changing an environment, you need to learn from it. There's no sense in fixing something that isn't broken. Bottom…
In a recent blog post, we discussed how contact center managers can apply business intelligence tools to learn from their…
Consider how much information your contact center processes on a daily basis. Depending on your customer service model, that data…
As 2014 has officially drawn to a close, business leaders from across the globe are wondering what the year has…
If you're currently managing a contact center, just take a gander at what's in front of you and you're looking at…
Between approving vacation time and ensuring the right number of contact center agents are on staff to handle peak traffic,…