How COVID-19 has upended BC/DR and staffing strategies

About 1 in 8 American women will develop breast cancer in their life. Here is the account of a brave young woman who fought but succumbed to the disease

How a contact center adapted and executed its BC/DR plan, and lessons learned

Embracing, and implementing, customer experience management (CXM) is key

How best to manage contact center workforce challenges

Unified Communications and contact center solutions, delivered from the cloud, will enable your company to use both capabilities

How to balance the multiple coaching tasks

Contact centers need to have the tools in place to support
digital interactions

People are the center of contact centers, so invest in them accordingly

How a strategic partnership helped a credit union provide excellent CX during multiple calamities

Employees who work from home are also vulnerable to disasters

Knowledge, relevance, AI tools can banish the specter

How to empower new employees to understand “who” and “why”

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

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