The 2020 WFM trends impacting contact center leaders across the globe include expanding use cases, SaaS deployment, AI and analytics, and more. Read the analysis here.
CX is no longer relegated to a single department in the organization; it’s fundamental to the mission. The COO and the customer experience are more entwined than ever before.
The magnitude of the coronavirus pandemic has overwhelmed contact centers. How can you continue to deliver on an exceptional customer experience during Covid-19?
Cisco UCCE vs PCCE contact center platforms for enterprise-scale environments. Choosing between them is not always a simple matter. Here’s the scoop on how to determine the right one for your environment.
Find out how to integrate temporary employees into the call center and how everything – from the environment to the technology – plays a role in improving the CX during peak seasons.
Check out the top contact center stories of 2019. Whether it’s robocalls or chatbots, 2019 saw many technology developments for the call center.
Find out the top 5 reasons why customers hate call centers and what you can do to switch the narrative and build a frictionless customer experience.
With the explosion of “Big Data” and the need for improved analytics, it can be tempting to keep every byte of data – you might need it. But can you ever have too much data?
Chatbots in the call center are more relevant than ever for customers seeking frictionless experiences. Find out how chatbots fit into the customer journey.
Manufacturers that focus on customer communications see value in leveraging contact center technology to build a personalized and centralized call center experience.