Instead of text-heavy knowledge base articles and documents, ProcedureFlow uses a visual guide to provide agents with the processes they need when they need them.

This year there was more time to plan, more time to think through what a virtual conference should look like, and perhaps get creative in terms of how a virtual conference could be presented.

There has been a recent influx in flexible DIY chatbot solutions, such as IVAs, to bring the power of conversational AI to the hands of business users.

Customer interactions are about to get a lot more complicated. It’s the job of contact center agents and CX experts to make those experiences feel simple.

High employee satisfaction is the foundation of high customer satisfaction. You cannot have one without the other.

Countless centers wind up with manual workarounds because things don’t talk to each other as promised.

WEM tools serve to motivate, enable and empower contact center workers.

Not all SaaS solutions are created the same—nor do they hold themselves to the same compliance standards.

The hard part is done—the decision to transition to work from home as a staffing strategy to a work strategy—and we know it works!

Modern contact centers must be flexible and have the agility to respond and scale to match any number of challenges.

The cost structure of legacy call recording technology is being destroyed by the cloud and open APIs. The move from pipes to platforms is on.

An alert, educated remote workforce adds considerable strength to your cybersecurity defenses.

The support analyst function is not an ‘in your spare time’ role. It’s a mission-critical component of any technology solution.

Gamification is a powerful tool in motivating workforces and breathing life into the disconnected, remote atmosphere created by WFH models.

The key to capitalizing on the promise of AI is understanding that AI isn’t one monolithic piece of software, but instead represents a family of approaches and capabilities that serve...