Inside View

Guests of high-end hotels have come to expect over-the-top service from concierge staff. These well-trained individuals tap into their extensive knowledge of local services...

There is no doubt that speech analytics delivers great value to contact centers looking to improve processes, performance and customer experience. Getting the most...

Agility is key to success in today’s rapidly changing business environment. No operation is more familiar with the need to quickly adapt to changes...

Whether you’re in a restaurant, hotel, on a factory floor or dealing with local law enforcement or emergency services professionals, employees’ work uniforms influence...

What defines best-in-class performance? ICMI recently announced the finalists for its Global Contact Center Awards Program. The winners in each of the 12 categories...

One of the advantages of a small startup business is the flexibility to quickly adapt and respond to your customers’ needs. On the other...

In this month’s Inside View column, Berlin Packaging’s Senior Manager of Business Development and Strategy Paul Mansour discusses how the company’s rapid growth through...