Deploying Courtesy Callback the Correct Way
No Contact Center customer likes [...]
Combining ITIL Framework and Agile Development in a Service Organization
ITIL is a service lifecycle framework that defines certain roles [...]
Managed Services and the Contact Center Customer Experience
There are four practices of the modern contact center: Customer [...]
The Four Contact Center Practices: Customer Experience, Workforce Experience, Business Relevance, and IT Operations
Within a contact center, there are four domains; we call [...]
KPIs and other factors that make a great hosted collaboration provider
I was recently looking over an article on “5 KPIs [...]
Principles to a Successful Contact Center Practice
During our tenure in the IP telephony and software industries, [...]