2016 was the Year of the Cloud for Contact Centers and Service OrganizationsDecember 20, 2016Newsletters
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, 2016Q&A
Workforce Optimization Is Poised for Big ChangesDecember 11, 2016Contact Center, Publications, Workforce Optimization (WFO)
Speech Analytics Can Help Alter the Service ParadigmDecember 11, 2016Contact Center, Interaction Analytics (Speech & Text), Publications
Outstanding Customer Experience Is Still Your Top Service GoalDecember 11, 2016Contact Center, Publications, Strategy