Technology

You ask Siri if you need your umbrella, and she tells you it looks like rain. You ask Alexa to play some jazz, and...

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...

As if the COVID-19 pandemic weren’t challenging enough already, many businesses are also navigating a serious labor shortage on the slow road back to...

Video has long had promise in the contact center by providing information-rich and personal face-to-face interactions between individuals. But it took the COVID-19 pandemic...

As any American (or newcomer or visitor to the United States) can attest, contacting the U.S. government can be a daunting, almost intimidating, and...

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...

In this month's most-read posts, our authors offer insights on how the contact center agent's role has evolved and become more complex, how best...

David Bowie was a British singer/songwriter and actor, and one of the most influential musicians of the 20th century. Most fans and music critics...

Earlier this year, Boston University published an essay collection entitled, “What if Real Change—for a Better World—Came from the Pandemic?” It’s a bold question...

Absenteeism among contact center agents has been a persistent problem for years, with many businesses dedicating human resources and operations staff members specifically to...

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...

As 2021 draws to a close, our readers are looking to improve their enterprise operations by promoting their value and visibility, harnessing the power...

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...

Much has been written about the impact of the pandemic on just about everything, including what it means to be a customer. Check-ups and...

Customer satisfaction is the umbrella metric of any contact center. Our industry thrives on happy customers and top-notch experiences. Delivering on that overarching goal has...

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

When the world went rapidly digital, customer engagement solutions such as intelligent virtual assistants (IVAs) became invaluable pandemic frontline first responders in the customer...

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