Live chat is a tool growing in popularity for consumer interactions. It is not an overly complicated system, involving a simple messenger window and sometimes…
Learn More...Are you a quality assurance manager in any contact center? If so, you know that it is a part of your work to make decisions…
Learn More...If I were to ask a bunch of people the last time they had a really great experience as a customer, it probably wouldn’t take…
Learn More...When people think of departmental barriers, they tend to think of bigger organizations. The larger a company is, the more specialized it becomes, thereby deepening…
Learn More...Call center operations are vital to the success of any business enterprise. Representatives in these pivotal positions are often the first line of contact with…
Learn More...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...Artificial intelligence often brings to mind images of sentient robots and futuristic science fiction movies. However, human intelligence gets assistance from AI and machine learning…
Learn More...According to a Gartner Report, 85% of customer interactions will take place without human involvement by 2020. Put simply, artificial intelligence is transforming the way…
Learn More...As traditional brick and mortar stores continue to struggle in an increasingly global economy, businesses have been forced to shift their approach to customer engagement…
Learn More...Call centers generate data like no other department within a company. Information coming in from the outside, such as customer demographics, common questions, and favorite…
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