With CX, There’s a Disconnect Between Expectations and Reality. AI Can Help.April 17, 2025May 1, 2025Agent Management, Artificial Intelligence (AI), Customer Experience (CX), Posts, Systems & Applications
Making Robotic Process Automation for EmployeesJanuary 3, 2020Agent Management, Automation / Robotic Process Automation (RPA), Posts, Technology & Applications
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Call Center Quality Assurance Best Practices for Empowering AgentsJuly 26, 2018Agent Management, Best Practices, Posts, Quality Management / Analytics Enabled QM (AQM)
Contact Center KPIs: Less is MoreOctober 25, 2017Agent Management, Contact Center Performance Management (CCPM), Customer Experience Management, Key Performance Indicators (KPIs), Management & Operations, Omni-Channel Contact Center, Posts