The Latest Trends and Thought Leadership for Contact Centers

RCS messaging standardizes messaging features and makes them available within a single, universal application.

Real-time adherence is workforce management KPI that evaluates employee productivity based on whether agents are completing the tasks.

Real-time agent guidance with next best action recommendation records and transcribes calls in real time, providing suggestions to agents.

Real-time language translation in contact centers instantly translates communication between agents and customers

Real-time speech analytics record, transcribe, and analyze calls within a contact center as they are taking place in real time.

Remote agents work for contact centers remotely, providing customer service outside a traditional office setting.

Call Center report There are different types of reports that call center leadership relies on to monitor varying aspects of an organization.

Call centers use reporting metrics to create a set standard of KPIs (Key Performance Indicators) that leadership develops to ensure agents are delivering efficient and effective customer service.

Robotic process automation (RPA) software automates repetitive, manual tasks in the contact center and back office.