Top Contact Center Technology Trends in 2021
The pandemic disrupted many contact center trends, but not all of them....
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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...
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,...
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3 Reasons Why Agent Satisfaction is the New Customer Satisfaction
We spent the last couple of months asking influencers and industry leaders...
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...