Are you looking to reduce average handle time? Find out how to optimize your contact center knowledge base to help agents find what they need quickly.
Are you looking to elevate the customer experience? Find out why automated call center operations is the first step in this journey.
Good business decisions depend upon quality data. Discover how reporting improves process refinement and decision-making in the globally distributed contact center.
In this article, we’ll share why data is critical to improving issue identification and resolution in the globally distributed contact center.
Customers buy from brands they believe in. Use these five tips to help your brand build credibility and earn customer trust.
Is your global contact center prepared for a disaster or disruption? Explore some key contingency planning insights from the Black Thunder mine disaster.
When operating a contact center, it can be challenging optimizing staffing levels. Too many agents on a shift can eat into profits. Too few can negatively impact the customer experience. And when you’re managing staffing levels across multiple, globally distributed contact center partners, the complexity escalates. Between technical debt inherited from contact center partners, manual […]
Do you have access to clean data? Find out why data access, cleanliness, and aggregation are vital to a globally distributed contact center.
Running a globally distributed contact center can be incredibly complicated. Discover four common issues and areas to assess to help you improve workforce optimization.
Supplement your 2022 IT planning with insights around cloud migration, automation, data analytics, organizational design, and outsourcing.