The debate surrounding AI in the contact center industry is a juicy one. Typically, there’s two camps -- those believing AI can be utilized to enhance a customer’s experience and those believing customers will be surrendered over to an automated abyss,...read more
Customer service is the epicenter of your business’ success. Consider all of the hard work that goes into capturing each individual customer -- it's a wildly expensive endeavor. According to Bain & Co., the cost associated with acquiring a new customer...read more
Contact centers experience an absurd amount of traffic. Customer service representatives turnover in droves -- 30 to 45 percent on average. Even though much of this churn is difficult to avoid, preserving agents with talent and drive is pivotal. Here are...read more
Organizations are adopting en masse a remote, work-from-home business model. These businesses, varying in size, are noticing that the benefits of telecommuting could reach far beyond their initial cost-benefit analysis. But is such an about-face from...read more
Experience better performance, greater quality, and more transparency throughout your customer’s life cycle while increasing average order value every step of the way.