QA in an Omnichannel World

Don't be afraid to get rid of channels if they aren't performing and your customers aren't embracing them.

Strategy Service Delivery


Contact Center Costs and the Role of Technology

The question becomes, what is the weight of contact center technology costs compared to the other contact center-specific costs?

Strategy


Trends in Healthcare… Some May Surprise You

Healthcare contact centers are growing not only in numbers but also in scale.

Strategy


How to Elevate Your Customer and Agent Experience

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

Technology Workforce Optimization White Papers


You Can’t Afford Not to Pursue Knowledge Management

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

Technology White Papers