Offering an exceptional customer experience is increasingly crucial for companies that want to stay ahead of the competition. As a result, many organizations focus heavily on implementing CX strategies that lead to improvements. However, not as many are as diligent about learning from their poor cus...

Both contact center-as-a-service (CCaaS) and unified communications-as-a-service (UCaaS) have risen to prominence in recent years. The pandemic thrust them further into the spotlight, providing avenues that made the rapid switch to a remote teams model easier to manage.   For a contact center, ...

Shifting call volumes are often challenging to manage. While most contact center managers strive to provide an exceptional customer experience, a sudden influx of calls can lead to less-than-ideal situations. Wait times rise as agents are overrun, and the quality of service may fall as representativ...

Compliance is typically a top concern for contact centers. Often, contact centers store and utilize a wide range of information, much of which can easily be classified as sensitive in nature. Plus, there can often be monitoring requirements that have to be met, ensuring interactions are checked corr...

Artificial intelligence (AI) has increasingly been making its way into the contact center world. Along with supporting improved data analytics, AI can improve the overall contact center experience, streamlining the process for customers and companies alike.   While some of the earliest iteratio...