Operational Indicators - Service Levels, ASA & Occupancy Rate, guide customer experience workforce management and CX...
Actively seeking anonymous employee feedback leads to employee engagement and valuable insights for improving customer e...
Call center site selection combines environmental, social, cultural, competitive & other factors like labor costs, u...
Five reasons for common failures of new call centers or Contact Centers: lack of vision, planning, labor & failure t...
Customer success results from planning and dedicated team collaboration of one company's customer care, customers servic...
The goal of AI is not just to streamline processes but to elevate the overall customer experience, a win-win for both cu...
We are excited to announce the merger of SKWeston & Company (SKW) and the Taylor Reach Group (TRG), and the acquisit...
What's driving contact centers reshoring after outsourcing to offshore BPO, are culture alignment, customer experience, ...
