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Contact centers have a mismanaged relationship with KPIs and metrics. Current state, your contact center metrics act as...

Customer churn — just the thought of it can drive your stress through the roof.

As a...

Contact centers have struggled to retain agents for years. This directly impacts the centers’ ability to provide the high-quality...

Customer service expert Jeff Toister recently wrote about...

Technology is constantly changing, and to be fair, a lot of new and shiny features aren’t worth the...

Let’s talk about all things Enterprise Connect Orlando 2019.

From countless speaking sessions to late nights in the expo...

I’ve lived through a few service experiences that made me say “see ya never!”. And I’ve heard this...

The World Health Organization now officially recognizes burnout as a cause of chronic stress and the host of health problems that follow.

Work-related...