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 …


Building a Customer Engagement Center Business Case: 6 Key Outcomes

Customer engagement is linked to revenue. We’ve seen this correlation recurring everywhere customer experience is studied, from executive-level surveys to the voice of the consumer. A 2016 report from Microsoft found that across all customer groups surveyed, 60% of people have stopped doing business with …


Infographic: Better Agent Tools Mean Happier Agents – And Happier Customers

Here’s a rather unsurprising fact: When employees feel confident, at ease and empowered to do their job, they will ultimately perform better.

It may seem like common sense, but drilling down into the specific costs and benefits associated with state-of-the-art agent tools, vs. the current status …