Technology has become the way for the modern living. Thus contact center leaders have adapted to these improvements so as to create a working environment which is more flexible for its employees and also its customers
Real time performance intelligence can help front-line leaders to be more effective. Front-line leaders need an effective way to track employee performance.
To become an innovative contact center professional you should develop a habit of reading. These 10 books can help you become more innovative.
AI in the contact center can either build customer loyalty or destroy it. In order to implement it, you must understand your customers first. Learn more about the different types of customers your contact center deals with when it comes to…
When planning this event I'm certain the events team could have never planned for what happened during the opening keynote of this customer service conference.
They may be considered sleek and some would even say sexy. But in more ways than one, Siri and Alexa do not have the skills to be contact center agents. Listen to Anthony Scodary of Gridspace explain.
I’ve been amazed at some of the new ways to drive agent performance in contact centers. Common KPIs like First Contact Resolution (FCR) and Average Handle Time (AHT) might be common KPIs but they ways they are being improved upon are very…