Industry Insights

Importance of Scalability in the Contact Center

To be a successful Contact Center Manager, you must be able identify and forecast the needs of your campaign/project(s) which at times can be  uncertain.   There are unpredictable spikes in the  contact center that causes longer holder times...

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Evolution of Chat and Email in the Contact Center Industry

Recently, I checked my credit card statement to find several unauthorized and unexplained gas charges. I hadn’t used this card in weeks, so I knew they couldn’t be valid. I pulled out my credit card and proceeded to contact the customer service...

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