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Call centers are a hub of germs! Reps sit close together in pods, they sometimes share headsets with their supervisors, they are stuck inside...

We have all used your products for many years. I am thrilled to have the opportunity to sit down and discuss the organization behind...

Having your scripting online is one of the most important things you can do to ensure the success of your sales and/or customer service...

I love the idea that CallShaper was first developed for use in their own contact center. It was from there that CallShaper became independent....

Audio solutions are an effective way to enhance mobility in an office communications network, delivering sophisticated capabilities such as adjustable noise cancellation and directional...

When the topic of automation comes up, people often ask about the impact on agent engagement. Engagement is becoming increasingly important as it relates...

As one customer recently shared in a G2 review, “We have realized millions of dollars in savings by not only taking advantage of offline...

Let’s have a heart to heart. Do you understand which channels your customers prefer to contact your organization? In a recent contact center webinar...

Customer experience (CX) is the new marketing battlefront.” These are not the words of me, Stephen Pappas. That’s Gartner talking. That’s right—the research and...

No matter the size of your contact center, your team is focused on making sure you have the right number of agents to process...

The 9th Annual Customer Service Summit will take place on October 23rd & 24th at the Brooklyn Bridge Marriott in New York City. We...

We talk a lot about delivering an exceptional customer experience (CX), but the talk focuses on how to deliver it. “Improve first-call resolution,” or...