Is Chat Eating into Phone-Based Customer Service?
Chat-based customer service is growing quickly. But there’s one central question that...
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5 New Contact Center Metrics for 2017
We live in a world filled with numbers. From our personal lives...
Debunking 4 Call Center Myths
Contact center operations and the technology that’s used to aid the experience...
Are You Losing Customers to Long Hold Times?
Before you answer that - consider how much time consumers actually spend...