CCaaS (Contact Center as a Service) and the Contact Center Stack of Communication Platform, CRM, LMS, WFM, QM, & Bus...
FCR, an important contact center performance KPI, needs to be measured. FCR analysis helps with FCR problem shooting &am...
Self service in the age of AI still requires proper planning and purpose-driving adoption of technology to enhance custo...
Measure customer experience, then make it actionable as a team effort among CX leadership, front-line staff, suppliers a...
Best practices or better practices for contact centers: it is a journey of constantly improving customer experience &...
Human centered, holistic customer experience design improves a government contact center's operations as well as stakeho...
Contact center health assessment prevents crises & resolves issues, like annual wellness check we all do with our do...
AI, chatbots, voice bots, RPA, digital transformation, cloud, omni channel, real time analytics... are the contact cente...
