Keeping agent morale high has always been one of the biggest challenges faced by contact center operators. Historically, agent churn makes it difficult for most operations to keep that tight knit sense of family and community. Not just that, it means more time and resources...

We live in the age of “right now.” Customers and executives alike demand to see instant results, whether that be immediate connection to an agent, quick resolution of customer inquiries, etc. From a business standpoint, having real-time details about the operations of all contact centers...

So much happened in the tech space in 2016, especially in regards to what innovative technology means for customers. We saw the promise of AI start to deliver through digital assistants and connected home devices. We saw the once-futuristic idea of virtual reality become a...