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.

Empathy is very important to our clients. Each client is very different, and we need to understand their needs and goals.

Half of training professionals reported wishing their training was more hands on and engaging.

AI shouldn’t be about replacing people; instead, it’s about asking yourself how you can use the technology to partner with and enhance human teams.

A true CXSP partners with all of the top CCaaS vendors—not just one or two, as in the past—creating a truly unbiased approach.

The future of enterprise communications rests on improving employee and customer experience. This means breaking down barriers between the contact center, organization, and outside world.

The same old limited digital service capabilities do not cut it in the new environment.

53% of customers don’t care whether they interact with a chatbot or a human, as long as their question gets answered.

The contact center can be a tough environment. Lots of noise, all-day use, agents coming and going, and lots of wear and tear.

The world of workforce management is changing more rapidly than at any other time in our history.

Phone-based support was already struggling to meet the demands of an increasingly digital world. Facing the strain of the COVID-19 crisis, it’s simply no longer viable.

Mobile WFM communications help keep home agents engaged in the scheduling process and part of the team.

When a caller is greeted with a synthetic voice, there is often a visceral reaction that subtly cues a negative reaction.

Cloud-based systems open a whole new world of features. Make sure you know what to ask for when you are evaluating a new dialing system.

How you respond to your customers in the coming weeks will likely have a tremendous impact on the future of your brand.