Industry Insights

Administrative Professionals’ Day, is the holiday formerly known as Secretaries’ Day which is celebrated around the world. Today we recognize the work and dedication of receptionists, administrative assistants, secretaries and other...

Quality Assurance (QA) is critical to the success of your contact center management and customer service metrics. Incorporating QA best practices will help increase the quality of service your employees provide to your clients/customers....

We knew something was on the horizon from the folks over at Amazon and AWS that involved our industry. Silent whispers rumored Amazon’s Alexa technology being optimized for use in the contact center industry, bringing the power of AI to help...

Managing any size contact center can be difficult without workforce automation. In order to be successful in the contact center industry it's crucial that you include Workforce Management Solutions in your day to day operations. These solutions...

With the holiday season already here, I hope you made the necessary preparations for your contact center to handle the expected call volume. Typically your customer service representatives request PTO to spend time with their families and shop but...

The reality is that job-related stress has long been the nemesis of employees/employers around the globe. Stress has been linked in studies to everything from increased illness and related absenteeism, lower productivity to obesity. Given the...