Technology

Artificial Intelligence (AI) is breaking the hype meter in the contact center industry. While it’s only in the early adopter stages, it appears to...

Our 2018 contact center technology survey shows that some things never change, even in an era of massive change! It had been six years...

Contact Center managers and business owners who have invested in sophisticated unified communications networks typically understand the urgency of maintaining a skilled, consistent and...

Our annual challenges and priorities survey, as well as our project experience, show that high attrition, absence and adherence issues, and the uphill battle...

Request for Proposal. RFP. Frontline users and vendors alike let out a collective groan at the prospect of a long, cumbersome and painful process....

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

Some things just go together like chips and salsa, Frick and Frack… millennials and smartphones. It doesn’t seem that long ago that managers were contemplating...

The old saying, “Good, fast, cheap… pick two,” tells us we can’t have it all. But today’s low-cost contact center technology options send a...

I’m pretty sure, regardless of the size of your center or company, you seek to deliver a great customer experience. And I’m willing to...

Companies that utilize contact centers understand the value of maintaining skilled employees, since customer service tends to be an industry with a high amount...

Look up “hasty” and you will find synonyms that convey speed and quickness next to others with less flattering connotations: injudicious, thoughtless, impulsive, and...

Session Initiation Protocol (SIP) has been around for many years and has become the de facto answer for both network trunking and endpoints, or...