Effective contact center workforce management is the backbone of any successful customer experience operation. It involves a careful balance of forecasting demand, scheduling staff and maintaining ...

Contact Center as a Service (CCaaS) has positively impacted customer support by offering cloud-based, AI-driven tools, omnichannel capabilities and advanced analytics. As customer experience becomes a ...

Learn how to enhance contact center CX and level up the customer experience with a few practical changes and the tools you ...

Should you go cloud, on-prem, hybrid, or CPaaS? Discover all the signals that indicate a hosted contact center solution is ...

Operating in the cloud also opens the door to more flexible payment models, such as consumption-based pricing—an attractive ...

As part of that process, I recently came across two pieces of newly released research into the contact center space. Together they paint a very challenging picture and possibly explain why we are ...