Gone are the days when customers were satisfied with a single channel to reach your contact center.

Without someone focused on optimizing knowledge, it can quickly grow stale and ineffective in meeting agent needs.

Customers expect the same level of service no matter how they contact you. They don’t view your brand as a series of channels, rather they see it as one cohesive unit.

There is a lot of power in being able to jump in and help shape the customer journey to be more direct and with less “turbulence.”

Contact center data is not actionable in its raw form. It takes the right data aggregation, analytics and reporting tools to turn it into meaningful business intelligence.

Audio technology purchases for confidential environments, such as those in the financial services industry, are not a simple decision and can’t be treated as a mere add-on to a network.

It’s important to ensure that whether it’s the human interacting with the customer, or it’s the digital interaction, or it’s the bot, your customers are getting the same answers across all channels.

Most successful companies have a knack for getting employees absolutely obsessed with customer service. Their secret is a customer-focused culture.

The new generation of workers have grown up using cell phones from an early age. So why not communicate with agents how they prefer?

Today’s customer experiences cannot be viewed as a series of disparate, disconnected interactions; they must be viewed as part of a continuous, wholly integrated journey.

Customer happiness and engagement are amongst the most significant drivers behind the image, culture and success of an organization.

Businesses need to adopt a holistic view of their practices to improve health and productivity.

Customer service is the anchor point of the current contact center landscape—the contact center unites every department, every role and every vision for success.

Speech analytics isn’t “just” software. It’s an innovative methodology that can alter the way we think about solving problems.

When you consider the agent experience, make sure the tools you offer them are an integral part of your overall strategy and that they support increasing agent engagement and success.