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Today’s contact centers and business operations teams look starkly different than they did a decade ago. And as...

Americans waste a collective 900 million hours waiting on hold every year. And, the average person will spend 43...

You’re running a contact center during the Fourth Industrial Revolution.

In 2016, Klaus Schwab, founder and...

When I worked my first customer-facing job, I was on the verge of quitting every other week.

Angry customers consume the majority of your agents’ time at work.

Turns out, 75% of customers believe...

Think about the last time you moved. To a new house, condo, apartment, or wherever feels like home...

Happy customers give your business longevity. They have a higher lifetime value than a one-time customer. They’re more likely...

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