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Fraud has always been a damaging, costly part of doing business – and it’s only become a bigger problem for contact center operators as they grapple with a surge of calls amid the pandemic and con...

For the first time in history, there are 5 distinct generations currently in the workplace. People in their 70s mingle with those just old enough to buy lottery tickets. From fresh-faced digital...

Last Christmas, my son Emerson received his first drone as a gift from his grandparents. He was so excited and couldn’t wait to get out and use it - but unfortunately, despite many attempts,...

Social media enables people of various backgrounds, cultures, and communities to connect and share special life events. It has also become an uncertain ground for malicious content. Misinformation,...

Propelled by the pandemic, retailers transformed their services, products, and customer experience at breakneck speed. More changes are ahead as consumers emerge, ready to spend with high CX...

At a time when customers want great experiences at an increasingly faster pace, automation plays a crucial role in helping brands deliver. When done right, automation creates effortless experiences...

This guest article first appeared on Route Fifty When the COVID-19 pandemic hit, government agencies and organizations were forced to quickly innovate to meet a sudden rise in citizen inquiries and...

It’s been said time and time again: a great customer experience begins with a positive employee experience. When contact center agents are well-equipped, knowledgeable, and prepared to handle...

At a time when more people than ever are demanding an excellent customer experience (CX) from the private sector, federal agencies are increasingly focused on improving the government customer...

There’s no overstating the importance of having high-quality contact centers. These centers are often where customers interact with a brand more directly, and their experiences can bring...