As AI replaces call center agents at all customer experience touchpoints, AI frees up CX workforce for customer loyalty ...
As businesses embrace conversational AI, they must navigate the delicate balance between automation and human touch, ens...
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...
FCR, an important contact center performance KPI, needs to be measured. FCR analysis helps with FCR problem shooting &am...
A contact center forms a professional partnership with the organization by collecting customers’ input data as an impo...
Many factors go into changing contact center hours of operation, such as call volume, demand forecast, agents occupancy,...
Contact center health assessment prevents crises & resolves issues, like annual wellness check we all do with our do...
