video chat

OK, let’s set the ground rules. We are interested in defining contact center technology that is worth following today. That doesn’t mean we want...

Our five top posts in August covered a range of topics—from tips to improve agent engagement during new-hire training to the impact that video...

Turning on the camera in the contact center creates a substantial number of questions for management to consider. Yesterday’s post looked at some of...

I am not one that jumps on the bandwagon every time something new comes down the pike. Given that, my take on video chat—that...