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A common viewpoint in our industry today is that getting a group of agents to offer a consistently exceptional customer experience is a complex...

Contact centers have long emphasized a strategy that is customer first, and for good reason. Delivering an outstanding customer experience is essential to driving...

Data is key to running any successful business. The more information you have about your team, marketplace, and customers, the more effective you will...

Those who have been in the contact center industry for a while may recognize LiveVox as a leading outbound dialer. But if you haven’t...

I have had the pleasure of staying in touch with Trey Briggs, President of BCI over the past several years as he has continued...

Big data analytics is about to explode, marking a watershed moment for contact centers. There has never been a greater need for data-driven insights...

When agents realize their impact on CX, they can deliver better outcomes for everyone. Yes, they’re customer service professionals, but do your agents really know...

How to make self-service live up to its promise. Self-service has emerged as a key contact center strategy, both in terms of improving the customer...

I had the pleasure to interview Alex Martinez from OpenText this month. He oversees marketing for Contact Center and Voice of the Customer Analytics...

Adoption of digital channels, from email and chat to SMS and social media, has skyrocketed over the last year and a half: McKinsey estimates...

Unified Communications. Contact Center Solutions. Delivered in tandem from the cloud “as a Service”… will enable your company to use both capabilities across your...

Successful businesses make a practice of spelling out key objectives for the coming year. These are typically expressed as quantitative measures such as sales,...

You don’t have to spend much time on a contact center floor before you notice what seems to be an overgrowth of colorful little...

Contact center call volumes are increasing exponentially, resulting in supervisors dealing with agent assessments on more of an exception basis than as a normal...

I had the opportunity recently to meet with the team at ProcedureFlow to learn about who they are and what they do. In a...

Pinoy Data Capture Inc. (PDC) is an outsourcing company that provides data conversion, medical coding and contact center services for clients seeking to improve...

The world of contact center training is complicated. Trainers are responsible for helping the onboarding process run smoothly for new agents by delivering the...

Centralized contact centers handle basic tasks like product support, customer inquiries and telemarketing, but their functions have changed significantly over the years. Nowadays, companies...

I just recently notched a second decade on my contact center leadership belt loop, and I’ve more than once been tasked with purchasing technology,...

Introducing your power team to enhance cloud communications and contact center performance across SD-WAN. 8x8 and Aryaka cloud-based services deliver the flexibility, simplicity, and scalability...