Reducing Customer Service Friction

Removing friction from service delivery doesn’t mean making it so that customers never see the human side of your brand.

Strategy Customer Experience Service Delivery

Buyer’s Guide to Contact Center Technology: Scope and Sourcing

Some of the key differences between cloud and premise are blurring as vendors offer (and downright encourage!) purchase models based on subscription pricing.

Technology Unified Communications

Eight “Sizzling” Summer Leadership Tips

Belief and certainty can be so strong they blind us to areas of weakness.

Strategy Planning

I’ve Looked at Clouds from Both Sides Now

The flexibility to pivot and transform work, processes and personnel quickly is accelerated in the cloud.


Contact Center Recruiting: Tap into the Older Workforce

Older agents are more inclined to seek moderate or complex tasks than the youngest agents.

People Hiring

2Ring General DW Connector 7
Forrester Wave