A growing list of enterprise contact centers like Citi, British Gas and Aetna are reaping the strategic benefits of advanced […]
Workforce attrition can wreak havoc on any business, and this is especially true for call centers where it continues to […]
Once considered an emerging technology, new to the scene within the past few years, intraday automation is no longer a […]
Let’s pretend you’re the customer. Like most customers, you’re pretty savvy when it comes to figuring out answers on your […]
I had the pleasure of attending a Forefront event in Dallas this fall. Forefront is a growing community of contact […]
Companies typically outsource their contact center operations for two main reasons: to improve service levels or to decrease their costs. […]