Call recording is one of the core requirements for contact centers. With voice still being the most critical and main channel used, being able to securely and reliably record calls no matter [...]

With the spread of COVID-19, customer service teams are leaving traditional contact centers to work remotely and promote social distancing. Staying connected and responsive to customers under [...]

COVID-19 is impacting all dimensions of the workplace, from where we work to how we interact with customers and co-workers. It has highlighted the need for schedule flexibility as more employees [...]

As contact center professionals, we all understand the importance of workforce management tools and processes in ensuring that we have enough agents to work each shift. All too often our thoughts [...]