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We’re continuing our Definition Series of re-introducing and explaining industry terms in <400 words with explaining how to...

As a hiring manager, there’s a lot riding on your ability to have a productive interview and find...

Zillow crushes more than just the housing market. Turns out, they offer exceptional service to all of their...

Workforce management in your contact center is all about finding balance. You balance the needs of your customers...

Businesses need to be profitable to keep running. So when talking about money, it can be tempting to...

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

Every day you and your agents tackle the biggest problems your customers face. It can feel overwhelming to...

Last month, I ordered my entire McDonald’s order from a screen and never once interacted with an employee. Most...