Eighty-five percent of all Internet users watch videos online. Nearly one-third of all Internet users—a billion people—watch videos on YouTube. Facebook users generate more than 8 billion daily video views.…

Eighty-five percent of all Internet users watch videos online. Nearly one-third of all Internet users—a billion people—watch videos on YouTube. Facebook users generate more than 8 billion daily video views.…
In a complex environment such as a contact center, it is easy to become so inundated with data that the big picture gets lost. A dashboard can help you stay…
When a customer calls into a contact center, they want a good experience, and they want to receive accurate information in a timely manner so that they don’t have to…
There’s no death knell for CSRs yet, says Doug Taylor. Forecasters have been sounding the death knell of contact centers for decades. In the 90s, technology enthusiasts predicted that contact…
Caller: “I can’t figure out how to ask for a return on your website.” Customer service representative: “Thank you for calling. I can facilitate the completion of that process by…
Hiring and onboarding new employees are processes that no contact center manager takes lightly, especially since high agent turnover remains a top challenge. Compounding this challenge is the fact that many…