Welcome to Spring! It’s time to clean the clutter and broken pieces out of our center house and bring in...

Imagine one billion virtual assistants optimizing productivity and performance. Working seamlessly in the background, these assistants are transforming operations from...

What would it mean to your center if you could improve first call resolution (FCR)? Or reduce overtime pay? For...

Are you facing complex challenges in the contact center? Are you feeling the pressure to reduce costs while improving the...

Though the holidays bring a surge in sales for many businesses, that usually translates to an increased volume of customer...

Balancing the need to keep costs low and keeping customers happy is tough. But, Workforce Management (WFM) and contact center...

Welcome Financial Institution Pros! Today’s post is especially for you. In the midst of increasing usage of mobile banking and...

We train our agents to thank our customers and show appreciation for their business.  We coach to ensure that they...

Advanced intraday automation has reached critical mass and is quickly becoming a ‘must have’ platform for enterprise contact centers focused...

Congratulations to AccorHotels Global Reservation Centre and their Workforce Planning Team. They received the New Brunswick Contact Center Association (ContactNB)...