Companies that struggle to provide exceptional customer experiences may be overlooking an important group and its place in delivering on the brand promise: contact center agents. We spend a lot [...]

The emergence of contact center-as-a-service (CCaaS) platforms is changing the very core of how contact centers operate. These robust, cloud-based solutions are easily deployed, scalable, and [...]

In the past, the contact center has been viewed as a cost center that was simply focused on resolving customer problems. However, with features like analytics, many brands have discovered that [...]