“For decades, contact center and workforce management software have been essential but separate components of a well-designed customer service operation,” said Sheila McGee-Smith, President and ...

Every contact center leader knows the strain of working across too many systems. Switching between tools, chasing down updates, and keeping everything in sync pulls focus away from what matters most — ...

Offer both voice and digital self-service capabilities to your customers with intelligent virtual agents (IVA) powered by conversational AI. Serve customers 24/7 on any channel with intelligent ...

Meeting fatigue (or meeting overload) isn’t new to the workplace, but remote and hybrid work have made it a lot harder to avoid. With a hybrid workforce, many leaders think that they need more ...

It’s no secret that call centers are concerned with metrics and performance. Reps have to be fast at not only picking up the phone and responding to customers, but also solving those issues—sometimes, ...

Call centres play a big part in the UK’s economy. There are around 926 businesses in the sector, employing close to 1.3 million workers. That’s around 4% of the entire workforce. Call centre staff ...

We’ve all been there: you’re on an island vacation, or maybe a long weekend by the lake. As the final night of work-free bliss arrives, so does the familiar pit in your stomach. How many new emails ...

As a manager of a small business, your resources are limited. You can’t justify hiring a whole sales team and often are doing a large chunk of your company’s sales—if not all of them—on your own.

Without question, business meetings play a fundamental role in the day-to-day running of organizations. For instance, they provide brainstorming avenues where business goals and objectives can be ...

IP addresses may go largely unseen, but they’re essential to our everyday online activity. IP networks allow devices to communicate. So, what is an IP network exactly? Let’s peel back the layers and ...

Is your day drowning with too many meetings? Are you looking for ways to reduce the number of meetings in your day? You’re not alone. In fact, meetings have increased by 12.9% since 2020. 1 If you ...

To achieve that productivity, though, you have to measure it. If you don’t measure your team productivity, how will you ever know if they’re working as efficiently as you hope? The only way to truly ...