FEATURED ARTICLES
The best way to ensure your contact center is doing as well as you think is to compare your performance in certain KPIs to those of other contact cent…
2/15/2019
It's months past Halloween, but many contact centers are experiencing an uptick in the number of "ghost calls" they're fielding. You know the type: th…
2/14/2019
Most contact centers have a quality management (QM) plan of some sort. Whether it's enforced or not, it exists, even if it's only in a memo at the bot…
2/8/2019
For years, the call center industry was plagued by high turnover rates and agent burnout. That's because the focus on keeping customers happy outweigh…
2/8/2019
Artificial intelligence (AI) for communications has moved from text-based applications into the realm of voice communications.
1/31/2019
2019 is still brand new, and while many of us are struggling with getting to the gym and eating more vegetables, it might be easier to focus on turnin…
1/22/2019
LATEST NEWS
- For Third Consecutive Year NICE Named a Leader in Gartner's Magic Quadrant for Workforce Engagement Management, Furthest for Completeness of Vision and Highest for Ability to Execute
- Replicon Named Top Vendor in Workforce Management
- City of Seattle Fire and Police Departments Select Orion Communications' AgencyWeb® Workforce Management Solution
2/14/2019 6:31:38 AM
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