Tag: hold-times

Virtual call-backs have singlehandedly revolutionized the call center customer experience over the last few years. You...

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...

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

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...