Author: Cindy McGlynn

Do Traditional Contact Center KPIs Still Matter? KPIs monitor just about everything that happens in a...

CCMC’s Customer Rage Study is a fascinating look at CX, designed to help customer service pros...

No stranger to change, the contact center industry has been ahead of the curve throughout the...

The on-going contact center conversion to SIP trunking technology has been an industry success story. Why?...

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Call center automation is one of the best ways to improve your customer experience, increase agent...

A commitment to care for your personal well-being is above and beyond the customer service you...

If call center retention keeps you up at night, you’re not alone. In the era of...

If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is...