News & Insights

How do you deliver exceptional customer care? Do you ensure that no customer waits on hold longer than five minutes? Do you allow your agents to adjust the […]

MarketsandMarkets recently posted a press release on Digital Journal regarding their report “Cloud Based Contact Center Market by Solution (IVR, ACD, CTI, APO, Dialers, Analytics & Reporting), & by […]

If you’re like many across the contact center profession, you’re about to enter the budgeting cycle for 2015. So what better time to take stock of the understanding […]

Insidearm.com recently wrote an article on why the future is moving more towards the cloud. A summary of that article is below: During the past decade, the cloud […]

Fonolo recently wrote an article on the importance of benchmarking. Below is a summary of that article: It is becoming increasingly clear that benchmarking is essential for contact […]

There’s no question data impacts most industries. It’s a primary tool businesses use to learn more about their customers, their target audience. 1to1 Media recently wrote an article […]

Very few things can damage a company’s reputation, as does a security breach, compromising sensitive data. An article by Customer Experience Report recently wrote an article on how […]

Airports always provide numerous sources of frustration. Something always goes wrong and there is always something that gets on your nerves. Yet, we suck it up, grit our […]

With news that the United States is making a comeback when it comes to the call center, it shouldn’t come as a surprise that those call centers are […]