Contact Center Technology
Under-the-hood Tech Insight Enables Client Business Solutions
As a technologist, I always advise clients: you need to understand the…Read More 
Contact Center Operations
Hurricane Recovery Checklist:
A Step-by-Step Guide for Contact Centers
Creating a workable hurricane recovery plan is essential for any business with… Read More
Agent Development
Improve Agent Retention for Long-Term Investment: How to Keep Agents Engaged, Productive and Loyal
Every department feels it: turnover drains momentum, kills productivity, and erodes the…Read More
AI Enabled CX
Achieving the Right Balance in Retail Customer Service
Blending Artificial Intelligence and Intelligent Agents We live in a world…Read More
Contact Center Technology
Retailers Turn to Outsourcing as Consumers Shop at Will
Retail hopscotching makes serving customers trickier than ever.Read More
Contact Center Operations
Future Proofing Contact Center Technology
Contact centers are continually progressing, in no small part to the continued…Read More
Contact Center Technology
Phone, Chat, Email, or IM? The Best Call Center Solution for Your Company
There was a time when call centers were populated mostly by headset-wearing…Read More
Contact Center Operations
Business Continuity in the Contact Center
A sudden ice storm can shut down your contact center for a…Read More