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For years, many contact centers have been planning and forecasting in intervals of 15 or 30 minutes, depending on the business’ unique characteristics, historical interaction patterns, and evolving call volume trends. A business with average handle times (AHT) of 10 minutes, for example, may find that a 15-minute interval is ideal, while one with slightly longer AHT may find that using a 30-minute interval results in much more accurate requirements calculations.

When one multinational telecommunications company enabled iPhone purchases through its system, its contact centers became a target for chameleon-like fraudsters trying to illegally access free phones and then resell them. How did they do it?

In many ways, formulating a customer experience plan of excellence is like any sport. You’ve put together talented employees across the organization, and now you’re looking to those leaders to build a winning strategy.

ChatGPT is in, chatbots are out. That’s the word on the street.

Let’s talk about friction. The truth is friction can be a positive force for many things. It generates heat, helps us slow down when needed and ensures we “stay on track”—quite literally.

Bots have officially gone mainstream. Nearly 8 in 10 (78%) people surveyed recently said they have interacted with a bot in the past 12 months, and 40% of millennials report chatting with bots on a daily basis, according to Forbes.

For contact center organizations, transitioning to the cloud is the optimal move, or like that old saying goes – ‘The best thing since sliced bread.’ This is true in more ways than you’d think. Once upon a time, bread only came in whole loaves.