Contact Center Management

Aligning People, Process, and Technology: The Key to a Successful Contact Center

July 10, 2022July 11, 2022
Employee Engagement / Life Cycle Management, Management & Operations, Optimization, Posts

Contact Centers’ Road Map to Success in the New Normal

September 20, 2021September 20, 2021
Cloud Technology, COVID-19 / Pandemic, Customer Experience (CX), Digital Transformation, Disaster Recovery / Contingency Planning, Management & Operations, Posts, Self-Service / IVR / IVA, Work-From-Home

Customer Experience in the Post-Pandemic World

December 8, 2020April 13, 2021
COVID-19 / Pandemic, Customer Experience Management, Management & Operations, Posts, Self-Service / IVR / IVA, Technology & Applications

Pandemic Proves the Flexibility of CCaaS Solutions

April 20, 2020
Best Practices, Cloud Technology, COVID-19 / Pandemic, DR/BC, Management & Operations, Posts

Customer Service Is Everyone’s Responsibility

March 1, 2019
Customer Experience Analytics, Customer Journey Analytics (CIA), Management & Operations, Posts, Technology & Applications

Transforming Your Contact Center Into an Essential Corporate Contributor

April 10, 2013
Back Office, Contact Center, Operations [Back Office], Publications, Social Media, Strategy