Monday, 05 February 2018 09:26

WHAT WOULD MISS MANNERS SAY?

“Surprisingly, how to address a customer during an interaction is not part of agent training in the majority of contact centers.”

Monday, 08 January 2018 10:06

CONTACT CENTER 2018: A FIRESIDE CHAT

“The contact center has become a focal point of business intelligence.”

Monday, 04 December 2017 11:42

2018: THE TIMES THEY ARE A-CHANGIN’

“Back in the dark days, contact center employees were considered to be disposable assets, easily replaced by a revolving door in the human resources department.”

“These are men and women who’ve sacrificed so much for our country, they deserve the dignity of work and financial stability for themselves and their families.”

“True cloud contact centers are built as cloud native platforms, not premises equipment that’s been moved to the cloud and offered at a monthly charge.”

As the cloud becomes a defining force for contact centers, it is important to keep data security worries in perspective.

Monday, 16 March 2015 12:10

It's A Wonderful Life

A look at the past year, and a George Bailey-style revelation about life in the contact center industry.

Page 1 of 2