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Check out all the insights and innovations happening in today’s modern contact center.
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Maximizing Remote Agent Performance: How to Use Analytics to Spot Trends and Opportunities
Maximizing workforce performance is a constant concern for contact center management. It’s a priority that becomes even more challenging when overseeing a remote or hybrid workforce. Table of contentsLay the groundwork with clear objectivesSpotting trends, patterns, and anomalies in...
Maximizing Remote Agent Performance: How to Use Analytics to Spot Trends and Opportunities
Maximizing workforce performance is a constant concern for contact center management. It’s a priority that becomes even more challenging when overseeing a remote or hybrid workforce. Table of contentsLay the groundwork with clear objectivesSpotting trends, patterns, and anomalies in...
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Challenges in the Telecom Industry (Updated for 2024) – New Services, Big Data, & Industry Knowledge
The telecommunication industry has always been on the cusp of change and 2022 has been a year that’s amplified that position. It...
BPO Statistics You Need To Know in 2024
The Business Process Outsourcing (BPO) industry has witnessed remarkable growth and transformation over the years. In this...
5 Call Center Challenges and How to Solve Them in 2024
Call center challenges are a part of business operations. Even the best call centers face challenges that can impact their ability to provide quality customer service.
2024 Must-Haves for Remote Customer Service Teams
Over the last two years, we’ve seen a rapid increase in remote work and expectations for work-from-home options. In 2024 it’s clear a hybrid setup is most favorable for workers across many industries. Contact centers have been no exception. Managers have had to rethink how to deliver the same, if not a higher, level of customer service and how to overcome the challenges of having a remote customer service team.
11 Customer Care Trends That Have Shaken Things Up in 2024
As customer care managers and directors in the retail customer experience space, staying up-to-date with the latest trends is...
How Artificial Intelligence (AI) Can Transform Your Customer Service Operations in 2024
Artificial Intelligence (AI) is changing the way contact centers operate. From standardizing interactions with customers, to...
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