Author: Daniela Puzzo

Customer service expectations in the contact center continue to increase, and only the best businesses keep...

While we may all be grateful, we no longer live in a ‘digital only’ world, the...

Cruise through your call center interviews with this comprehensive list of the most common questions, along...

If you’re like me, you love to lose yourself in a good story. Whether they’re long...

We deal with a lot of buzzwords and phrases that saturate the customer service industry, some...

Is your immediate response, yes? Well, think again. Research has shown that many contact centers are...

The ability to resolve an inquiry in one contact, regardless of the contact channel used by...

"IVR.” *Shudder* Even the mere mention of the acronym is enough to make one cringe. We’ve...