Before the pandemic, progress in the contact center evolved slowly but steadily over a 60-year history. The holy grail was an agile environment that took
The success of modern contact centers lies in nothing but real-time data. Instantaneously understanding and analyzing how efficiently your team members are interacting with customers,
Every business needs to be constantly on the lookout for new ways to evolve. If you want to make meaningful progress as a company, one
Customer experience can be understood as the direct interaction between the customer buying a product and the representative of the business that is selling the
Now that the market has become saturated in almost every industry, call center managers have to look inward to help create a positive reputation for
The digital age has quietly transformed contact centers over the years. From quality monitoring to omnichannel communication, contact center management is not as it used
Quality monitoring is a crucial aspect of call center operations. It is needed to ensure that customer interaction and overall satisfaction are on par with
When people think of departmental barriers, they tend to think of bigger organizations. The larger a company is, the more specialized it becomes, thereby deepening
In the competitive marketplace today, your business is exactly what your customers say it is. The internet, and social media in particular, give voice to
The communication that occurs between customers and agents in your call center hold incredibly valuable information. There are many industry advancements that make it easier