Tag: hold-times

As the contact center continues to evolve rapidly, it’s important to take a step back and...

While today’s tech-savvy consumers are using more non-voice channels to connect with businesses, the act of...

Every year we ask: What can contact centers do to bolster their efficiency, productivity, and customer...

Following widespread industry deregulation, the energy and utility sector has become increasingly competitive. With more and...

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Open enrollment is one of the busiest and most stressful times of the year for healthcare...

More and more call centers are offering a call-back option as an alternative to putting customers...

This blog series explores two separate experiences related to the airline industry. In Round I, we...

The modern call center has come a long way, as companies embrace technology to streamline the...