Why the Voice Channel Will Crush Omnichannel Next Year
If you thought you could automate the voice channel out of the...
Customer Service Blog
Your best source of customer service news, views, resources, and best practices
COVID is Creating a Surprising Contact Center Trend
We spent the last couple of months asking influencers and industry leaders...
3 Crucial Contact Center Trends in 2021
After assessing how the pandemic had changed the call center in 2020,...
3 Reasons Why Agent Satisfaction is the New Customer Satisfaction
We spent the last couple of months asking influencers and industry leaders...
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The State of the Contact Center in 2020 | Industry Report
Shrinking budgets, growing attrition, and a scramble to deliver safe and secure...
How Has COVID-19 Affected Call Center Agent Turnover?
The COVID-19 pandemic threw a wrench in the works of many contact...
Time is of the Essence: Keep customers waiting at your peril
Today's consumer is busier than ever. Digital technology hasn't just made instant...
Contact Center Trends 2020: A New Age for the Contact Center
Change is the only constant trend. Everything from the way we shop...