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By: Ned Rossini The answer to that is 100%, YES! It absolutely matters to the overall success of the organization for a lot of reasons....

By: Mike Bailey Privacy and Security are designed to protect companies and their customer’s information, but that is where the similarities end. As we look...

Is Outsourcing Your Contact Center a Good Fit for Your Business? 5 Questions to consider when outsourcing that will lead to an easily defensible decision. By:...

By: Nik Bilyk In the world of auto racing, drivers constantly make subtle movements with their hands to keep their car exactly where it needs...

By: Travis Jerovetz Training lies at the heart of every successful contact center, serving as the cornerstone for agent development and performance improvement.  As contact...

By: Ned Rossini As you can imagine and have likely experienced in your contact center journey, staffing is a never-ending process that you never really...

By: Ned Rossini Okay, I admit it… the new digital world of generative AI in the contact center is very cool and very useful. No...

As most of you know, Talk Time and AHT (Average Handle Time) are about as common of a KPI that exists in the contact center...

In my previous two blog posts, I talked about the Ps of contact center, and we have covered the first two already, People and Processes...