Customer service suite and ticketing platform helps you to manage and equip your service team.

Also called virtual customer assistants, chatbots, avatars, and concierges, VAs help businesses wow customers with distinctive self-service, increase brand equity, and cut costs.

Efficient sales teams rely on automatic phone dialer technology that helps improve lead quality and caller efficiency. To make the most out of automated phone dialing software, review these five tested tips.

Would you buy a house without first walking through it? Even fully armed with an exhaustive list of property details, features, and listing information, would you really be comfortable forking over your hard-saved down payment and signing on the mortgage without at least taking a tour?

Robot automation is here to stay but how do we as a society ensure that a disposition towards fair and equal treatment is standard issue in the AI ecosystems? Avoiding bias is essential.

With more than 800 discrete tasks associated with building a Contact Center, the next steps are critical and can be daunting. This article addresses common issues with implementing a new Call Center and the 5 top common fails.

At first glance, attrition seems like a chink in the armor for contact centers. Across every industry, the fact that people leave their jobs and move on is a basic truth, but in the contact center, the attrition metric receives quite of a bit of negative attention.

This jump in wages has been a topic of conversation with Taylor Reach and this post distills a number of the relevant points of view and perspectives examined in our internal discussions.

Peter Mburu, Client Services Manager with Conduent, writes an empassioned article that upper management and agents need to read. It's a plea to those higher up in the command chain while an empowering message to those who are the customer-facing representatives of your company.

Industry headlines have been recently dominated with talk of 'robots' and Artificial Intelligence changing the workplace, not least the operation of Contact Centres.

Oscar Wilde famously said that the US and England were divided by a common language. He cannot say the same about the biggest hurdles faced by contact center agents...

Running a successful strategic sourcing process for high value services like outsourced customer service is a complex undertaking.

Our team had many insights on live chat in the Contact Center. Here is our third and final part of this series.

Looking for an outsourced contact center partner is one of the most complex undertakings for any strategic sourcing professional. It requires a thorough understanding of the contact center world as well as the inner workings of your organization’s processes, business objectives, and brand promises.

Our team of experts had many insights on the topic of live chat, and so, we are rolling out our insights in a 3-part series.