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The heady days of economic growth are gone, with inflation and a looming recession weighing on both businesses and individuals.

Bhagyashree Bhoyar became enamored with technology as a profession when she realized she could help create something bigger than herself and benefit others.

There’s a lot going on in the post-pandemic workplace, and the contact center is no exception. While customer happiness remains a top priority for contact center leaders, it is undeniable that customer expectations of speed and service continue to evolve.

Today’s customers are extremely informed and savvy because they are constantly self-educating through online content. They expect all necessary information to be readily accessible and easy to find.

When deciding to move from a premises contact center system to cloud contact center software, should a company put more emphasis on the features and reputation of the CCaaS vendor or the characteristics of the workforce engagement management (WEM)?

The DMV customer experience is a trope that’s been parodied in movies and TV shows, such as “The Simpsons.”

I recently participated as a panelist in a webinar hosted by ICMI and HDI where we discussed the rapid expansion of digital omnichannel service options and the steps that organizations should take to set themselves up for success as they launch self-service initiatives.