blog

There’s a mantra for the new normal: Don’t waste my time. The novel coronavirus sent organizations scrambling to assert their dominance in the digital space, and with this came a...

Over the past 10 years we've seen this buzzword called “omnichannel” come into play. This has left organizations with a channel-first strategy that ironically led to less access and...

At the start of 2020, many CEOs had modest to high growth goals for their organizations. And then the COVID-19 pandemic struck. How have CEOs’ goals and priorities shifted in today’s...

What does it take to shut down a contact center? In the age of coronavirus, all it takes is a lackadaisical approach to cleanliness and preparation to impact the way that employees and customers...

Businesses in every industry are continuing to deal with the effects of COVID-19. With many previous predictions on the US economy now registered moot, experts are now weighing on what it means to...

The customer experience (CX) technology market is hot right now. The pandemic revealed just how poor most companies’ CX infrastructure is and exposed wide gaps in how companies interact with...

There’s a common misconception around the term, “contact center outsourcing.” Many business leaders assume it is mainly a cost-cutting measure. What they don’t realise is...

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...

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...

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...