The “right” omnichannel contact center helps you create and track customer journeys. Here’s a quick guide to help you decide ...

With a focus on technology and omnichannel methods, here are some ways for contact centers to invest in ROI-driven solutions.

Each type of call center manages customer communication to support a specific business goal. In this post, I am going to cover the big five types of call centers: Along the way we’ll cover ...

Until a few years ago, the Magic’s on-premises contact center technology limited visibility and reporting while also requiring costly maintenance. Click the banner below to freshen up your customer ...

The global ecommerce landscape is thriving. Retail sales are contributing to this. They are set to reach $7.4 trillion by ...

"Customer experience is so much more complicated ... "They tend to view contact centers as a cost center, not as a profit center, and the only thing you want to do in a cost center is reduce ...

Interestingly, they also found that 64% of contact center employees say that their role involves both customer acquisition and customer service and that of the calls that come into their contact ...

Organizations should develop super agents to better address customer needs. There’s more demand on the contact center workforce now than ever before. Customers no longer rely on the phone to ...

What does transforming a contact center into a dynamic hub for exceptional customer experiences take? How can AI-powered ...

“Each year our report provides contact center management and customer service leaders with the essential insights and knowledge needed to make data-based decisions,” said Tara Gibb, Senior ...