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Employees who are excited to come to work and are ready to contribute not only help drive organizational growth through their dedication and passion, but also provide enormous value due to their performance. Engaged employees are valuable employees, and they’re the type who strengthen your entire organization.

A company without Twitter for social customer service is like a bird without wings. Or maybe a bird with wings but no feathers. The point is, Twitter is an ideal social customer service channel, and companies that aren’t using it—and using it well—are missing out, not only on ways to take great care of customers, but to grow…

Call recording software is a foundational component of contact center operations but often under valued and taken for granted. It’s a bit like the plumbing in your house. The pipes are laid when your house is built, and it’s always running in the background and powering appliances like your dishwasher, washing machine, etc., but you’re not regularly…

Everywhere you turn, the calls to move to cloud environments have become prevalent – regardless of system, workload or application, its no secret that cloud has redefined how our most critical systems are deployed and operated. Cloud has matured far beyond its early beginnings nearly 2 decades ago. But while the underpinning technology has been well…

Executive management wants to know what effect their call center quality program is having on the organization. It is contributing to company growth? It is helping to detect problems, uncover opportunities, and increase customer satisfaction? In what way and by how much?

Artificial Intelligence (AI) in the contact center. Does this phrase elicit excitement or many questions? To some, AI in the Contact Center, conjures up images of chat bots or AI call center agents. While many contact centers are experimenting with chat bots, many also see the vision of infusing their entire call center…

Sometimes “Customer Experience” feels like a book everyone talks about, but few people actually read. Luckily, the conversation is inspiring and a lot of fun. There’s a rich and vibrant discourse on social media about customer experience and customer service, and so many thought leaders who are constantly pioneering the ways we think about the interactions between…