New Survey on Service Level: 80/20 Is Still Going Strong
When it comes to metrics for tracking call center performance, service level is the undeniable king...
With the labor shortage, a workforce in transition, and the dynamic (but disruptive) impact of AI, managing a contact center in 2024 can be a real workout. Why not take a break from the heavy lifting...
Read More When it comes to metrics for tracking call center performance, service level is the undeniable king...
Build a deck. Outfit a room. Fill a prescription. Get a birthday card. Purchase a television....
Every year we ask: What can contact centers do to bolster their efficiency, productivity, and customer...
It was hard to turn anywhere last week and not see news or commentary about Avaya....
Following widespread industry deregulation, the energy and utility sector has become increasingly competitive. With more and...
It’s been known for months that industry behemoth Avaya was interested in finding a buyer. Private...
In the age of disruption, Ryanair may best encapsulate the contrarian, rule-breaking streak sometimes required to...
Retail is transforming at an increasing rate, and more than ever. Advances in Artificial Intelligence (AI)...
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