Contact Center Leaders: What Customers Expect This Holiday Season

The value of providing a consistent, superior contact center experience is an essential part of any company’s strategy for success. While this holds true throughout the year, the spotlight shines especially bright on contact centers during the holiday season. Consumer spending surges between Black Friday …


Contact Center Leaders: Are Your Managers Ready for Black Friday?

The holidays might be considered to be the most wonderful time of the year, but for contact center managers the end of year blitz can be a tremendous tribulation. As explained in Part 1 of this series, year-end sales are anticipated to surge as consumers …


Contact Center Leaders: Are Your Agents Ready for the Holiday Rush?

The weather may be cooling off, but for contact center personnel things are just heating up. The end-of-year holiday festivities to come over the next few months are sure to bring joy to households around the world, but a confluence of factors related to seasonal …