Customer Middle East
Top Seven Call Center Software Requirements for the “Now Normal”
2020 was already showing signs of being a transformative year for the call center industry—with growing interest in “all things cloud” due to the benefits of an OpEx model, zero-touch…
Equipping the Enterprise for the AI-Powered Human Agent Era
From 1990 to 2010, some 4,400 children in the United…
How Intelligent Virtual Assistants Are Leading the Transition to the Intelligent Enterprise
Intelligent virtual assistants (IVAs) have proven themselves to automate the…
Analytics-Infused Training: How to Nurture Agent Growth and Customer Happiness
Contact centers are complex and unique businesses. Some are five…
Kathleen’s Corner
All About Ease
Flying By The Seat Of Your Pants
Dear Santa … from the Contact Center
GARBAGE IN, GARBAGE OUT…MAKES CONTACT CENTER MANAGERS WANT TO SHOUT!
Keep the Ball Rolling!
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Trends
What to Do After Migrating Your Contact Center to the Cloud
This year, we’ve seen much of the workforce shift to remote work as companies adapted to operating during a global pandemic.…
Buyer’s Guide to Cloud Solutions
This article is a buyer’s guide to help you in the selection and procurement process for a cloud solution, as well…
The Gig Economy Effect: Addressing New Expectations and Requirements for Contact Centers
Everybody Has Data, But What Are You Doing With It?
Four Ways to Attract and Retain Millennial Agents
Chatbots in the Contact Center
Technology
Three Rules to Win the 2021 Holiday Season
As we enter the 2021 holiday season, customers are experiencing more stressors than ever, including the continuing COVID-19 pandemic, disruptive weather, and economic uncertainty. This means that individuals, families, and organizations will be particularly…
Hanging on the Telephone
In 1978, new wave band Blondie released…
Lifting Innovation With Cloud WFM
Workforce management (WFM) has been a fixture…
Mastering the Hybrid Retail Experience
With the holiday season underway consumers are…
Low-Code/No-Code AI-Enabled Chatbots
Working on Workforce Issues
From WFO to WEM
Games People Play
The Gig Economy Effect: Addressing New Expectations and Requirements for Contact Centers
Video Fatigue? Not in Customer Contact
Unified Communications. Single-Sourced. Always On-Instant Communications.
Is It Time to BYOC (Be or Bring Your Own Carrier)?
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