While the global health and economic crisis has radically altered businesses across the globe, it's also given us valuable insight on consumer habits and new adaptive customer experience strategies th...

What happens when businesses without disaster relief plans close or suspend services and support unexpectedly? For most businesses, to put it simply, bad things-- bad things happen.

According to Gartner, 15% of all customer service interactions will be handled solely by AI by 2021. Whether you’re part of the 31% of companies who invested in AI in 2019 (Accenture), or are still co...

2019 served as a wake-up call for companies that failed to progress with transformative customer experience improvements. Changes in passive consumerism eradicated a record number of household names a...

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...