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In the evolving world of customer service, contact centers play a vital role in ensuring customer satisfaction. However,...

Have you ever heard of Flashbulb memory? 

Flashbulb memory is our tendency, as humans, to only remember...

Jobvite’s annual Job Seeker Nation survey found that 34% of employees have left a job in the first...

(or at least don’t hate as much)

Most contact center experiences suck – and they don’t have to....

There are goals, and then there are strategic goals. Strategic goals aren’t simply call center metrics. They’re overarching goals...

*Click* The call drops, and so does my stomach. After waiting on hold for 45 minutes, I ...

Every call to your contact center generates a wealth of data—customer details, preferences, product insights, satisfaction scores, and more....

Companies that don’t engage their frontline managers and employees in transformation efforts only see a 3% success rate.