Industry Report: State of the Contact Center 2024
With the labor shortage, a workforce in transition, and the dynamic (but disruptive) impact of AI,...
With the labor shortage, a workforce in transition, and the dynamic (but disruptive) impact of AI,...
Why is call abandonment still a thing? Can’t technology put an end to this problem once...
Contact center trends move fast, which makes trend-spotting an invigorating sport for those who dare to...
Meeting customer expectations is tremendously important to most companies. According to Forrester, nearly 95% of leaders...
2023 was all about chatbots. ChatGPT stole most of the headlines, but as companies across the...
Executives and managers know that contact center goal-setting helps usher in progress and bring about positive...
When it comes to demystifying call center metrics, 'occupancy rate' shouldn't be forgotten. Occupancy rate is...
Customer perception has never mattered more. In the age of social media backlash and call-out culture,...
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