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In a recent article, Steve Kraus addresses a common, but major, problem in the call center industry: agent attrition. Customers are often frustrated and angry by the time […]

In a recent article, Murph Krajewski points out that omnichannel customer service can greatly improve the customer experience/journey. However, there are some contact centers that don’t provide omnichannel […]

In a recent article, Shelby Faris takes in in-depth look at Interactive Voice Response (IVR) technology. She acknowledges that though IVR is a vital component of many companies’ […]

In a recent article, Lance Zingale discusses how lasting success for companies requires emphasis on customer lifetime value. In order to boost customer lifetime value, Zingale says that […]