Tag: call center

Did you feel it? In the business world, the earth just moved below us all. Luckily, it was not an actual earthquake, but instead...

Do you ever stop to think about why a particular individual stands out in his or her profession? Many might point to qualities like...

As the year draws to a close, I extend wishes to you and your loved ones for the happiest of holidays and wish you...

The expression “take a bow” is defined by the Merriam-Webster Dictionary as “to bow toward an audience that is applauding. It is often used...

When the topic of automation comes up, people often ask about the impact on agent engagement. Engagement is becoming increasingly important as it relates...

TIS THE SEASON when it is time to reflect and anticipate. That’s what I do as the year comes to an end. I think...

For many, the holidays are a time to reflect, celebrate accomplishments and consider the year ahead. If that’s true for you, too, then you’ll...

Today is Thanksgiving Day in the United States. We would like to take this opportunity to express our sincerest gratitude to all of our...

Technologies such as artificial intelligence (AI), robotic process automation (RPA) and data analytics are redefining call center strategies and operations. But an effective approach...

The universal agent is certainly not a new concept for contact centers. Next-available agent routing models have long relied on the use of experienced...

I’ve logged a few decades working with hundreds of contact centers. So, here’s one thing I know for sure: Contact center technology can be...

If you have never experienced a data breach of your private information, you are likely in the minority. According to the Consumer Protection Bureau,...