Technology

As we close out the first quarter of 2023, our readers are focused on the future. Tiffany guides us on how to up our...

We’ve all been there. The landline rings unexpectedly or an Unknown Number flashes on your screen and — before you know it — you’re...

There has been much buzz lately about the metaverse to the point where “meta-” is becoming a tag, even a company name a.k.a. Facebook....

Some call it the new normal. However you describe the evolving work environment, retail and call center managers know one thing for sure: the...

The COVID-19 pandemic's disruption has required businesses to adjust to managing a remote workforce while necessitating massive investments in cloud computing. A highly flexible...

As the COVID-19 pandemic brought the world to a halt, supply chains everywhere felt the pain. A shortage of truck drivers, decreased port access,...

This month, our readers were quite interested to learn from Kathleen how to use Game Day strategies to evaluate their Contact Centers. Over in...

As a customer service expert, you’ll always have age-old problems to solve, like attracting and retaining customers, shipping issues, disgruntled shoppers, and burned out...

“I’ve looked at clouds from both sides now From up and down and still somehow It’s cloud’s illusions I recall I really don’t know clouds at all” —Joni...

Technology cycles come and go, but with cloud and digital transformation becoming so pervasive, the contact center space has never been poised for so...

An increasing number of organizations now have limited resources and staff at their disposal due to consequences of the current macroeconomic climate. When you...

If you are managing a contact center, your goal everyday is to enrich your customer’s experiences. That is exactly the foundation to which...

Navigating the legal landscape has always been challenging for employers in the contact center industry, but a wave of new laws affecting hiring and...

Throughout October, our readers explored a variety of the most pressing topics facing our centers. Our authors discussed whether our agents should continue to...

Brands have never been more accessible to their customers than they are today. Whether it’s through a voice call, chatbot, or WhatsApp, or via a...

On the surface, applying chatbots as virtual assistants for agents and directly for customers, and artificial intelligence (AI) in general, can seem like a...

Today, brands must differentiate the experience they provide their customers or risk losing them to competitors. One way to achieve this level of differentiation...

Retailers are preparing for peak season by analyzing consumer behavior trends, tuning up their tech, adjusting staffing levels, and shoring up logistics. But it’s...

One of the long-running conversations in the contact center industry has been whether to have staff (agents and supervisors) work-from-home (WFH). Proponents argue that...

Welcome to the top 5 blog posts in September! As the start of October will ring in Customer Service Week, it is only fitting...