Customer-Centric Self-Service

Companies have been rushing to add channel choices for customers, but more is not always better.

Current Issue Operations Service Delivery


AI-Enabled Agent Assessment: Now It’s a Reality

With the industry norm of only 5% of calls being listened to, the risks are becoming increasingly high for issues to be missed.

Current Issue Technology Artificial Intelligence White Papers


This 1¢ Piece of Paper Is Costing Your Contact Center Millions

Are your agents filling in the gaps in your process with sticky notes?

Current Issue Technology White Papers


The Power of Process to Shape Customer Experience Excellence and Fuel Efficiency

Customer experience excellence is a great marketplace differentiator. But it is only sustainable when supported by all elements within the enterprise.

Current Issue Strategy Vision - Mission - Values Customer Experience Visibility


Ch-Ch-Changes

It seems like the one constant in the contact center industry is change, and the ch-ch-changes we’ve seen over the past nearly two years are unprecedented.

Current Issue Technology


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