Q&A

What’s shrinkage and how should it be used in forecasting/scheduling?

March 11, 2022March 11, 2022
Q&A

What can customer journey analytics do to help us understand the CX?

February 7, 2022February 7, 2022
Q&A

What should we include in a business case to obtain an IVA solution?

January 10, 2022January 10, 2022
Q&A

Should speech and text analytics be used outside the contact center?

December 7, 2021December 7, 2021
Q&A

What items should we focus on to improve our CX in 2022?

November 1, 2021November 1, 2021
Q&A

We’ve outgrown our ticketing system, what should we know about moving to a CRM?

October 1, 2021October 1, 2021
Q&A

We support voice and some text-based channels, what should we add?

September 1, 2021August 31, 2021
Q&A

What is the difference between a zero-footprint contact center and digital first?

August 16, 2021August 16, 2021
Q&A

What is STIR/SHAKEN?

July 1, 2021July 9, 2021
Q&A

How should remote agents move from new hire training to a contact center team?

June 9, 2021June 9, 2021
Q&A

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