Blog

Are Your Contact Center Quality Monitoring Parameters Effective?

Jan 22, 2020 Jim Iyoob Are Your Contact Center Quality Monitoring Parameters Effective?

Artificial intelligence is rapidly revolutionizing the world of business. Almost every process is now automated in one company or another. When it comes to contact…

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Analytics and the Power of the Human Touch: 5 Predictions for the Future

Dec 27, 2019 Jim Iyoob Analytics and the Power of the Human Touch: 5 Predictions for the Future

Everyone knows the story behind the demise of at least one brand or company that eventually failed to thrive due to an inability or refusal…

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10 Steps to Prepare Your Business for a Cyberattack

Dec 20, 2019 Ronnie Mize 10 Steps to Prepare Your Business for a Cyberattack

In 2017, cyberattack incidents cost companies, consumers, and governments around the world $600 billion. If this figure sounds unsustainably high, consider that projections show it will…

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Best Practices: Password Security 2019

Nov 15, 2019 Ronnie Mize Best Practices: Password Security 2019

Did you know that 81% of data breaches occur due to poor passwords? This is a staggering statistic and yet one of the simplest things…

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Characteristics of High Performing Teams

Oct 07, 2019 Matt Rocco Characteristics of High Performing Teams

I recently read an article about the characteristics that high performing teams share.  After reading the article, I reflected on my 35 years in the…

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Worried about the Capital One Hack? Here’s what to Do

Aug 28, 2019 Ronnie Mize Worried about the Capital One Hack? Here’s what to Do

According to IBM and the Ponemon Institute, 50% of data breaches in the financial sector are caused by malicious or criminal attacks, while 27% results…

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5 Strategies for Effective Call Center Operational Performance

Aug 14, 2019 Kaylene Eckels 5 Strategies for Effective Call Center Operational Performance

Working in today’s call center is a demanding job. The simplest of transactions are now often handled via self-service tools, leaving more complex work left…

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Artificial Intelligence Benefits in Call Centers Worldwide

May 10, 2018 Jim Iyoob Artificial Intelligence Benefits in Call Centers Worldwide

Many of today’s adults remember a time when artificial intelligence was something mentioned only in relation to science fiction. Such mentions frequently involved futuristic self-driving…

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Protect Your Contact Center Team from a Space Shuttle Columbia Like Disaster

Mar 16, 2018 Kaylene Eckels Protect Your Contact Center Team from a Space Shuttle Columbia Like Disaster

In 2003, the space shuttle, Columbia, disintegrated over East Texas and Louisiana, when it attempted to reenter the Earth’s atmosphere. Sadly, all seven astronauts aboard…

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3 Ways to Enhance Customer Experience in the Call Center

Feb 20, 2018 Jim Iyoob 3 Ways to Enhance Customer Experience in the Call Center

Call centers have come along way from the institutions that emerged in the 1960s to efficiently handle high volumes of customer calls. Today’s call centers…

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