Eight tips for contact center knowledge base management: capture, structure, improve, reuse, content health, process int...
Contact Center Data helps with forecast demand with statistics such as number of calls or other channel transaction, dat...
The "3PQM" Quality Measurement offers independent and objective views associated with listening and scoring calls ...
CX (Customer Experience) & CSAT (customer satisfaction) start with contact center frontline employee engagement &...
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, ...
Post Pandemic continuation of the Work At Home (WAH) and hybrid work models for Contact Centers require secure payment p...
