Speed to market is very important to our clients. That is why we have set up CallShaper to be so easy to use. You can get a new campaign started in hours instead of days or weeks.

Coaching—on top of training—is that essential element needed for agents to want to go the extra mile and provide great service.

Audio technology purchases for confidential environments are not a simple decision and can’t be treated as a mere add-on to a network.

Adding a digital component to speech-initiated self-service interactions creates possibilities for transactions never thought possible on speech alone.

Workforce automation gives leaders a unique opportunity to turn their daily center challenges into significant savings.

Remember, CX is not a one-and-done process. It’s an evolution. No one gets it perfect the first time.

WFM is an operating culture and philosophy, not just software.

Why don’t companies offer the same respect and dedicated effort they apply to resolve their customers’ poor experience to fix their employees’ poor experience?

A great customer experience results from combining (1) knowledge with (2) time savings in a way that (3) fits the customer’s personality.

Thirty seconds on hold is much different to a customer who is waiting than to an agent who is seeking assistance.

We are driving forward a movement to recognize the value that customer service teams bring to a business as more than ‘just a cost-center.

‘Future-ready’ includes the capability to deliver superior service by whatever channels members choose to reach their credit unions.

When you take into consideration the learning options for people, the cost, the time they require to be offline from work or away from home, a virtual conference makes total sense.

The best deployments use chatbots selectively, leverage AI and seamlessly hand off any collected information.