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Managers know that call center workforce management matters. Put it another way: if customer interactions are...

Customer service is all about meeting and exceeding customer expectations. Contact center managers know this implicitly....

Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer's...

Attending contact center conferences and live events is an excellent way to keep up with technology...

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Lowering call abandonment rates in contact centers is one of the most powerful performance levers available...

Is your contact center staying on top of advancements in AI and automation? There’s a lot...

SIP and VoIP are two acronyms often used by call center managers who sort of know...

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