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Try as we might to plan for the unexpected, it is doubtful that any organization planned for the epidemic we are all experiencing today. COVID-19 is taking over daily life for people and businesses...

Contact center agents are tasked with providing an exceptional customer experience for the brands they represent. They’re the first line of defense and an integral representation of the...

It’s unquestionable that contact center compliance teams are data driven. From measuring call volume to completion rates, it’s critical for organizations to collect compliance data in order to...

Forward-thinking business leaders understand that exceptional CX is about continuously seeking better ways to use technology, data, and operations. Well, today, a question for many consumers is, ...

What insights can be found in the many photos, images, and other visual content that brands use to convey messages to customers? In a survey of more than 10,000 consumers and professionals across...

On Feb. 17, Jeff Bezos announced the “Bezos Earth Fund,” pledging $10 billion against what he deemed Earth’s biggest threat, climate change. “It’s going to take collective action from big companies...

With technology changing and cybercriminals becoming savvier, preventing fraud-related issues is a continuous process for brands—one that demands a mix of human intervention and technology tools....

It’s unquestionable that brand loyalty has suffered at a time when consumers have a multitude of product choices—but it’s hardly dead. A recent study by the research firm Brand...

Does your business need a call center or a contact center? Although these terms are often used interchangeably, there are key differences between these common business communication models....

Lately, having workforce management (WFM) as a service has been in high demand. But why? It sounds counter intuitive. Contact center experts say this function is critical to success, the one place...