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The Two Hottest Buzzwords at Call Center Week: Omnichannel and Analytics

Attendees at IQPC’s Call Center Week conference explored a wide range of topics, from cloud contact center platforms to workforce management. But, there were two themes that clearly echoed...

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Turning Call Data into Caller Data

As we approach Call Center Week, we’re reminded of the dramatic changes in customers’ multichannel usage and behaviors in recent years that are posing interesting challenges – and...

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Benchmarking Drives Operational Improvements to the Contact Center

Most people in the business community are familiar with the adage “You can’t manage what you don’t measure.” But, you also can’t make improvements to customer-facing...

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