Technology

Admittedly, I have not worked in a lot of different industries, but it is hard to imagine there are many that have a greater...

Today’s customers want to get in touch with businesses fast, and live chat is a strong tool for meeting that expectation. Not only does...

Throughout October, our blog readers have been looking to the future! Our top 5 posts this month focus on learning from the past and...

There are more ways than ever for customers to interact with a company—from chatbots to text, email and even social media. But despite the...

In 1918, calls were coming in faster than customer service workers could manage. A global pandemic was driving people to rely on technology instead...

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...

Pop culture has, for better or worse, played an outsized role in how modern professionals understand artificial intelligence (AI). For those of us who...

The best tech support agents have a little secret: They aren’t doing their jobs all by themselves. They’re not cheating. They’re not slacking. But...

Time for another trip down memory lane or, for most of you, probably another history lesson. Let’s start this one in 1968. 1968 was the...

Even before the global pandemic upended nearly everything we know about work and life, contact centers had been vulnerable to fraudsters for some time....

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

Companies often exhibit a failure of imagination when implementing new technology. Leadership can readily imagine the power of the new tools but can’t extend...

The sudden shift from on-premise to work-from-home (WFH) last year was an eye-opening experience for contact centers and employees alike. Understandably, there were some...

The continued shift from on-premises to SaaS-based cloud offerings extends across businesses and industries of all sizes. Enterprises that use and operate contact centers,...

Contact centers and customer care teams for enterprise brands have been operating in a certain way for decades. Many rely primarily on phone support...

From 1990 to 2010, some 4,400 children in the United States 17 years of age and younger made trips to the emergency room annually...

In 2018, the Harvard Business Review wrote about how artificial intelligence (AI) and humans are “joining forces” across many industries. AI has gotten good...

For contact centers, the proverbial genie is out of the bottle. While the development and distribution of effective COVID-19 vaccines has put the global...

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