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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...

It’s an incredibly disruptive time for the automotive sector. Right now, digital adoption, ride-sharing apps, and environmental concerns are just a few factors that are reshaping a century...

Customer centricity is an elusive goal. Most companies want to be more customer centric, but enacting the vision is a challenge. There are a number of things a business can do to become truly...

Today’s customers are fast. The rise of messaging apps and smart phones have enabled them to reach whomever they want, wherever they want, whenever they want. That’s why your contact...

Raise your hand if this describes your firm: Everyone wants to be innovative, but not everyone wants to change. Consider automation. Employees understand the benefits of automation and bots but...

It’s not difficult to understand why gender equality and diversity are smart business practices. It has been well documented that inclusive companies attract, engage, and retain top talent....

Consumers gravitate towards the cloud because it’s an easy one-stop-shop for information accessible from many devices. Similarly, businesses with large technology infrastructure and data,...

Let’s face it: Performance management typically doesn’t elicit cheers from employees. But what if it did? Letting employees know where they’re falling short is one thing, but...