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Contact Center Challenges and Priorities for 2020

We just completed our fifth annual survey and had 275 participants chime in on their top three challenges and priorities. While I encourage you...
Contact Centers are Revenue Engines

Lost in the Labyrinth: If Information is Currency, Contact Centers are Revenue Engines

In this installment of the Lost in the Labyrinth series, I position the contact center as the enterprise “fuel” for revenue engines and the...
Joy to the Contact Center World

Joy to the World… 10 Wishes for 2018!

Happy Holidays! I am taking some idiom liberties in this last month of 2017. “Joy to the World” isn’t exactly an idiom, but it...