Let's face it; contact centers are not an easy environment to manage. Every day, contact center agents are bombarded with disgruntled customers, long hours, and monotonous routines that lead to massiv...

Contact center management is not an easy task. It's far more than merely scheduling agents. The workplace itself is a stressful arena, filled with constant turnover, high volume seasons, and thankless...

The path to the customer is continuously changing and evolving. Customer service experts have come to realize the holistic roadmap to the customer through creative touchpoints and previously ignored i...

Contact centers aren't usually the first topic of conversation when it comes to healthcare centers. However, that doesn't mean they don't play an integral role in patient care. A hospital or healthcar...

Your brand is an investment, one that you’ve more than likely taken the time to carefully craft and build up over time. No matter how incredible your brand is, it’s null and void if nobody knows about...

There are several unique challenges that plague contact centers within the healthcare community. These shared concerns are what have come to shape the unique processes and strategies that are aimed at...

Contact centers are constantly looking for different ways to improve efficiencies and take advantage of the latest and greatest technologies. That being said, too many of these operations have yet to ...

Customer experience has become the buzzword of all buzzwords. Every business is reliant on the customer, which makes strategy surrounding them so crucial. The customer will never be a “trend.” They’re...

Outsourcing has made its way into almost every facet of the business world — and it should come as no surprise that call centers rank high on that list. But why?