Are Your Contact Center Quality Monitoring Parameters Effective?
Jan 22, 2020 Jim Iyoob
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…
Learn More...Analytics and the Power of the Human Touch: 5 Predictions for the Future
Dec 27, 2019 Jim Iyoob
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…
Learn More...10 Steps to Prepare Your Business for a Cyberattack
Dec 20, 2019 Ronnie Mize
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…
Learn More...Best Practices: Password Security 2019
Nov 15, 2019 Ronnie Mize
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…
Learn More...Characteristics of High Performing Teams
Oct 07, 2019 Matt Rocco
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…
Learn More...Worried about the Capital One Hack? Here’s what to Do
Aug 28, 2019 Ronnie Mize
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…
Learn More...5 Strategies for Effective Call Center Operational Performance
Aug 14, 2019 Kaylene Eckels
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…
Learn More...Artificial Intelligence Benefits in Call Centers Worldwide
May 10, 2018 Jim Iyoob
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…
Learn More...Protect Your Contact Center Team from a Space Shuttle Columbia Like Disaster
Mar 16, 2018 Kaylene Eckels
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…
Learn More...3 Ways to Enhance Customer Experience in the Call Center
Feb 20, 2018 Jim Iyoob
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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