Three golden rules

for a robust crisis management strategy

The role of voice AI in your
crisis management strategy

November 24, 2021

Three golden rules

for a robust crisis management strategy

The role of voice AI in your crisis management strategy

Three golden rules

for a robust crisis management strategy

November 24, 2021
Shedding light on dark data is key to staying ahead Are you ready for when your business hits the next… Read More

We’re already on board

with shorter holding times

November 17, 2021
Long wait times to get through to some airline call centers is fueling frustration for travelers eager to take advantage… Read More

Don’t just listen to us.
Listen to Grace

November 9, 2021
Fact. Businesses spend billions every year handling calls from their customers. Fact two. Besides being expensive for your company, too… Read More

Empathy in the age of
customer experience

October 14, 2021
Empathy probably isn’t something that most people associate with business success. Customer loyalty. Competitive differentiation. Revenue growth. These are core… Read More

Transforming the
contact center to meet the
challenges of an omnichannel
customer experience

September 21, 2021
The days of a single consumer channel are long gone. Today, the customer journey is defined by an omnichannel shopping… Read More

Virtual agents:
Common questions when
automating and scaling
customer support

September 17, 2021
Virtual agents are changing the customer experience. As advancements in artificial intelligence (AI) technologies enable virtual agents to perform transactions… Read More

Put me in, coach!

July 19, 2021
The escalating use of digital channels, coupled with consumer behavior shift resulting from the pandemic, have put new stressors on… Read More

Putting the quality back
into contact center QA

June 23, 2021
Quality assurance (QA) isn’t new, but it is integral to ensuring the performance and compliance of contact center agents. Unfortunately,… Read More

Don’t settle for average
when it comes to average
handle time

May 20, 2021
Average handle time (AHT), or the average length of time a contact center agent spends on a call from start… Read More

Identifying opportunity at the speed of sound

May 18, 2016
By the time AT&T formed its Opportunity Discovery Department (ODD) inside of Bell Labs in 1995 to assess the impact… Read More

The long-distance call turns 101 years old

January 20, 2016
In 1915, it took five operators and 23 minutes to connect the first transcontinental call between New York and San… Read More