News & Videos

2017 Contact Center and Servicing Goals

January 5, 2017
Newsletters

We’re considering the addition of a retention team. Is that a best practice or should all agents be equipped to handle cancellation requests?

January 5, 2017
Q&A

The AI Revolution in Customer Service

January 2, 2017
Publications

Video As a Customer Service Tool?

December 28, 2016
Publications

Are there actual, tangible benefits to “agent engagement,” or is it just hype caused by the influx of Millennial employees into contact centers?

December 15, 2016
Q&A

Workforce Optimization Is Poised for Big Changes

December 11, 2016
Contact Center, Publications, Workforce Optimization (WFO)

Great Customer Service Isn’t an Accident

December 11, 2016
Contact Center, Publications, Strategy

Speech Analytics Can Help Alter the Service Paradigm

December 11, 2016
Contact Center, Interaction Analytics (Speech & Text), Publications

Forget Annual Reviews: Use QA to Appraise Agents

December 11, 2016
Contact Center, Publications

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