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The upheaval created by the Coronavirus pandemic is unprecedented. Your customers are understandably concerned and confused, and are likely coming to your organization with...

If you are moving from a premise-based system to a cloud-based system, you may not know all of the features to look for. Premise-based...

According to Bain & Company, organizations that excel at customer experience grow revenues 4%-8% above the rest of the market. Often, companies don’t understand...

Conventional wisdom accepts that it’s cheaper to keep existing customers than to get new ones. Then why is it companies pay so little attention...

When customers have questions for companies they do business with, they might get a set of FAQs to plow through. They might get an...

Do you have the appropriate technology for your staff to work from home during a disease outbreak? Operational service delivery has changed rapidly due to...

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...