In an era of labor shortages and high wages, contact center managers have a compelling need to prioritize employee productivity. But in today’s contact...

In today’s highly competitive and disruptive business environment, being agile is critical for success. Just ask Robin Gomez, who is Director of Customer Care Innovation...

With inflation rates still through the roof across most sectors, from energy to raw materials, businesses are struggling to keep their profit margins from...

Just as a symphony’s harmony is only as strong as its weakest instrument, in a contact center, a customer’s satisfaction is intricately tied to...

Contact center professionals are, in today’s New Normal, facing multiple challenges. Chief of which is ensuring they have the right, qualified people in the...

Yes, the title of this article is undeniably fantastic, yet it’s also 100% accurate. A single agent handles a staggering 20 million calls annually...

In today’s ultra-competitive business landscape, the most effective path to success requires surpassing your customers’ expectations every time. However, customer demands and desires constantly...

Creating a connected team has become more important recently for workforce management (WFM) professionals. With many companies shifting away from the traditional office environment,...

Call centers know that a stellar customer experience (CX), whether it’s servicing customer issues or calling a potential buyer, is critical for generating positive...

Our September issue covers all major contact center management issues: coaching and training challenges, agent retention, agent experience, workforce management, generative AI, video, Canadian...

Are you ready for a digital transformation in your center? If so, check out Daniel's article in this month's top 5 blog posts. He...

The idiom “rules of engagement” has its roots in military action. It has been applied to business when it comes to codes of conduct,...

Tune in tomorrow for the answers!

Stop me if you’ve heard this one before. You’re waiting on the phone to connect with a customer service agent. Once you connect, you...

In March 2023, OpenAI – the research laboratory behind the wildly popular ChatGPT chatbot – released GPT-4, its newest multimodal model powering a variety...

COVID-19 forever changed how businesses operate. During the pandemic, many businesses chose stopgap temporary communication measures, not knowing how long remote work would be...

As seen by slower mall traffic and stacked boxes on doorsteps, online shopping remains on the rise and shows no signs of slowing down....

As organizations increase their global footprint, one of the greatest challenges they face is unifying geographically diverse units and delivering consistent value. Since oftentimes...

There is much to recommend about the value of cloud-based contact centers. Most leading platforms have made cloud-first their primary architecture. But when it...

Contact centers have been slowly restructuring aging and outdated voice channels to adjust for the mobile device/smartphone era and advances in artificial intelligence (AI),...

A market shattering move into a UCaaS offering “You’re joking, right?” “So what’s the catch?” These are the most common questions, among others, that have...

Proximity is defined as “the property of being close together.” The concept of “Land of Opportunity” is one in which individuals have ample chances...

"Ultimately, the strength of your organization will be based on the quality of your people, and how well you train, promote, and treat them.” -Oded...

Throughout July, our readers have been deep-diving into WFM solutions with Brendan's 3-part Vendor Roundtable. Part 1 covers key trends and issues, including an...

Tune in tomorrow for the answers!

Coaching is the key to achieving a culture of continuous improvement through high-performing agents. This article focuses on the development of the individuals tasked...