Over the past few years many contact center leaders have learned moving to cloud based systems is a good move. With the onset of...

Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve...

Customer behaviors are changing, and technology is changing to keep up with them. The question is, Are you? Keeping up with the changing...

6 Questions to ask about retention According to the Bureau of Labor Statistics, the current unemployment rate is the lowest in 48 years....

As contact center leaders, we are constantly being asked to do more with less; but still provide an exceptional customer experience....

Outsourcing your call center can be a daunting proposition. The service your customers’ receive is a differentiator of your business and...