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Learning And Development
Answers to Your Burning Contact Center AI Questions
| Published: March 22, 2019
There's been plenty of buzz about AI, but what's the real deal? How will automation change the contact center, and what do leaders need to do now to prepare? We asked members...
8 Questions to Consider when Evaluating Contact Center RPA
| Published: March 07, 2019
Digital and automation initiatives have been making waves as companies face the growing complexities of contact center operations. It’s clear that automation solutions like Robotic Process Automation (RPA) are no longer a...
Top 10 Reasons to Join the BYOD Revolution
| Published: February 25, 2019
"Bring Your Own Device," or BYOD solutions are becoming increasingly popular in the modern enterprise. As the workplace changes, with new trends like globalization and remote working leading the way, businesses of...
AI to the Rescue: How to Ease Employee Onboarding and Offboarding in the Contact Center
| Published: February 18, 2019
Contact center attrition rates continue to be a top concern for managers, and for a good reason. According to the 2016 U.S. Contact Decision Makers’ Guide, the average annual turnover rate for...
Customer Service Messaging: Dos and Don'ts
| Published: February 13, 2019
The stats are staggering—1.3 billion users on Facebook Messenger, which continues to add 100M users every 5-6 months. According to CTIA, 1.5 trillion text messages were sent in 2017 alone. By 2020,...
Don't Let It Go Unused: Getting the Most out of Your Existing Technology
| Published: February 12, 2019
It happens to the best of us. As we vet options, we become enamored by the bells and whistles and cool functionality that a technology product can deliver. Then, we go through...
2019 Trend Watch: Call Center Automation
| Published: February 05, 2019
“The only thing that is constant is change.” - Heraclitus In the call center world, a constantly changing digital landscape challenges the ability to match evolving customer demand with agent availability in...
Using Voice Technology to Enhance Customer Service
| Published: January 28, 2019
When a customer calls into a contact center, they want a good experience, and they want to receive accurate information in a timely manner so that they don’t have to call back....
4 Tips for Using Slack to Improve Contact Center Communication
| Published: January 24, 2019
When I was a customer service manager some of our team members employed a practice I affectionately referred to as “fishing,” or perhaps it’s spelled “phishing.” This, of course, could refer to...
Innovate your WFM: How to Improve Contact Center Forecasting and Scheduling
| Published: January 23, 2019
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