The Latest Trends and Thought Leadership for Contact Centers

The contact center industry’s transition to flexible work arrangements has introduced new complexities for frontline managers. With agents working from home, full or part time, it can be difficult to monitor their interactions with customers, track their productivity,...

In our last post, we discussed why Business Intelligence (BI) and Analytics is the feature that is most desired by contact center executives in 2017 and how this new data analysis methodology is providing better insights into contact center operations. In this post,...

In the ever-evolving world of business process outsourcing (BPO), data-driven analysis plays a crucial role in optimizing operations and driving success. This article explores the significance of BPO analysis and how it empowers companies to make informed decisions,...

The rise of cloud computing has revolutionized the way businesses operate, and the public cloud has emerged as a game-changer for contact centers of all sizes and industries. With its inherent flexibility, scalability, and security features, the public cloud has...

Growing companies are investing heavily in IT initiatives. About 75% of companies plan to invest in automation technologies such as artificial intelligence and process automation. And for good reason, as 52% of customers revealed that they have made an additional purchase from a company after a positive customer service experience.