20 Mar

Business Continuity for Your Contact Center Workforce

Matt McConnell

Business Continuity Plan First and foremost, our thoughts go out to everyone impacted by the virus. Like many other businesses […]

11 Jul

Purpose-Built for the Call Center: Automation Software

Chris Busbee

Typical call routing and scheduling software is necessary in keeping center operations afloat; however, they are unable to keep up with evolving customer demand without other forms of technology and call center automation software working in tandem.

5 Sep

UK Utility: Weathering the Storm with Real-Time Automation

Jennifer Lee

Mother Nature doesn’t adhere to WFM planning processes, and can unleash nasty storms with little warning or time to prepare. […]