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Social media in the call center was a discussion topic in a recent CallTalk Caramels, a monthly Internet radio program featuring the most innovative managers and thought leaders […]

The holiday season is just about here! Stores are already gearing up for the annual monsoon of shoppers. There is so much competition for the consumer dollar that […]

Enough studies have now been conducted to prove the link between agent engagement and positive customer satisfaction. Even without a study to corroborate this link, when one thinks […]

Metrics can be a great barometer for monitoring results, identifying opportunities for improvement, and driving behavior.  The question is whether the specific metrics in your contact center are […]

Social routing is an emerging trend, a way in which contact centers can more accurately meet the needs of their customers. But how is this different from what […]