Top Ten Worst Companies to Call in 2020 #onholdwith
2020 was the year that companies finally realized that nobody escapes a call surge. At first, we thought it would be unfair to measure companies in a crisis with the same yardstick we use in...
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Top Ten Worst Companies to Call in 2020 #onholdwith
2020 was the year that companies finally realized that nobody escapes a...
The True Role of AI in the Contact Center
AI has been making a relentless assault on the contact center for...
5 Ways to Remove Friction in Your Customer Support Channels in 2021
Over the past few years, CX has become more than just a...
Did Contact Centers Fail the COVID Test?
We've all seen the stories: Customers left on hold for hours, sometimes...
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Why the Voice Channel Will Crush Omnichannel Next Year
If you thought you could automate the voice channel out of the...
Why You Should Hire Agents Based on EQ Not IQ
When hiring new talent, it’s easy to get caught up in qualifications...
COVID is Creating a Surprising Contact Center Trend
We spent the last couple of months asking influencers and industry leaders...
Contact Centers Are Using More Call-Backs Than Ever
As the contact center continues to evolve rapidly, it’s important to take...