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Managing Multiple Data Streams & Platforms In Contact Centers of the Future
One of the unintended consequences of digital transformation within large enterprises and service providers to those enterprises is massive and expone…
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Tijuana Becoming the New Bombay for Call Centers
The growing call center industry in Tijuana Mexico is an attractive option for companies throughout the world looking to save money on outsourcing wit…
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Turning Hold Times into Positive Customer Experiences
here's little more frustrating as a customer than having to wait on hold. What can businesses do to turn hold times into positive experiences for thei…
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The Impact of Poor Customer Experience on Your Bottom Line
Customers are placing a premium on quality service, and will switch brands quickly after a poor experience. The good news is they are also willing to …
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Workforce Insight Buys Key Player in WFM and HCM
Workforce Insight has announced the acquisition of Presence of IT Workforce Management North America, LLC. The merger will allow Workforce Insight to …
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The Value of Older Workers in the Contact Center
While many column inches are regularly devoted to the idea of managing younger workers from the Millennial generation, it's easy to forget that there …
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NovelVox Unveils Enhanced WFM Solution
This week, NovelVox unveiled an enhanced version of Cisco Finesse Mobile Agent. The new release includes team phone book, call logs, team stats, cache…
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In the Evolving World of CX, the Only Constant is Change
We caught up recently with Milos Djokovic, co-founder and CEO of Eventus Group, based in Denver, Colorado, to learn where he sees CX going over the ne…
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CXone Agent for Salesforce Sees Enhancement
NICE inContact announced improvements to the CXone Agent for Salesforce, empowering omnichannel experiences. The CXone is able to provide a unified in…
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How To Run Your Call Center Smarter
Cloud seems to be the status quo for businesses of all sizes in the modern customer engagement landscape. But what are the real benefits of making you…
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