IVR technology has evolved over the last four decades into today's AI Voice Assistance or Enhanced IVR Design, hopefully...
System implementation at contact centers needs careful planning, due diligence, RFP, vendors, project team, manager, &am...
CCaaS (Contact Center as a Service) and the Contact Center Stack of Communication Platform, CRM, LMS, WFM, QM, & Bus...
Measure customer experience, then make it actionable as a team effort among CX leadership, front-line staff, suppliers a...
Staff retention and low employee attrition result from proactive employee communication & WFM (workforce management)...
CSAT (Customer Satisfaction) and customer retention are the best internal metrics of quality assurance for contact cente...
Many factors go into changing contact center hours of operation, such as call volume, demand forecast, agents occupancy,...
What was perceived by contact center agents as a difficult customer was actually a frustrated customer not receiving des...
