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Contact Center Speech Analytics: 5 Speech Analytics Technology Myths and Tips to Overcome Them

There is a bias that call recording software is only good for listening to past calls for quality assurance and compliance. In reality, speech analytics is a valuable tool for any customer service...

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4 Ways to Build a Successful Digital Transformation Foundation

Digital transformation is more than technology. It’s the people, leadership, and experiences that drive innovation and amazing experiences in an organization. These factors act as the...

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5 Tips for Avoiding Work-from-Home Scams (and how to land a legit remote job)

Many experts say, “Looking for a job is a full-time job.” It takes time, effort, and patience to find the right fit. Perfecting your resume, combing the web for job openings, networking...

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Why CXaaS Matters, and How It’s Good for Your Business

You may have heard the phrase, “customer centricity is a journey, not a destination.” A good customer experience (CX) program is never complete. It should be continuously refined and...

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Forge a Proactive Digital Future in the BPO Space

The BPO market has changed. COVID-19 forced the industry to prioritize technology for continuity and to enhance customer and employee experiences that have shifted home. Now is the time to pivot...

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Consistent CX Builds Customer Loyalty in Uncertain Times

Creating an outstanding customer experience may catch a customer’s attention but unless it’s a consistent experience, it won’t win their loyalty. Especially at a time filled with...

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Coronavirus Halted “Digital Transformation” Projects. That’s a Good Thing.

The days of colossal IT projects are over. Long live nimble, accelerated digital initiatives. A quick skim among the tech press shows what on the surface looks to be troubling news - spending on ...

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Data Breach Report: Credential Theft, Social Attacks Lead to Most Security Breaches

Cybercriminals, hackers, and fraudsters are, if nothing else, adaptive. In a new study, the 2020 Verizon Data Breach Investigations Report, researchers identified the patterns and trends behind...

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Contact Tracing: 4 Lessons Learned from the Front Lines

Contact tracing is a critical component to containing and flattening the curve of COVID-19. Tracking those who are infected and who may be exposed helps agencies stay ahead of potential hot spots...

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5 Strategies to Accelerate Digital Transformation

Countless mentions of “digital transformation” gets us no closer to a clear understanding of what it is and its impact across an organization. Even more frightening, it seems that ...

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