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Contact center managers are, at their core, problem-solvers. One of the most...

This post has been updated for 2020. Read it here: Top Customer...

It’s that time of year again, the holidays are creeping in, and...

Having an omni-channel contact center is becoming increasingly important as channel options...

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The multi-channel customer experience has raised a number of questions about how...

“Ten years ago there was no web chat, smart phone apps, social...

Something serious has come to our attention: Some organizations still don’t know...

Picture this: Rows upon rows of cubicles, bright fluorescent lights flickering on...