Call Center Resources & Insight

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How an Insurance Company Launched Customer Service via Alexa
You’re waiting at the gate for your flight and just remembered to check whether your health insurance covers you on vacation in Belize. No sweat. Just quickly ask Alexa on your phone... Read More

Preparing Your Business for the Artificial Intelligence Revolution
Although artificial intelligence (AI) has emerged as a popular solution for modern businesses, many companies regard it as an option reserved entirely for the "bigger players." After all, AI is a complicated... Read More

The Key to Improving Contact Center Efficiency
When it comes to operating a call center, there are many metrics to manage for success. Volume, average handle time (AHT), shrinkage and occupancy are the four metrics used in determining how... Read More

Answers to Your Burning Contact Center AI Questions
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... Read More

8 Questions to Consider when Evaluating Contact Center RPA
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... Read More

Top 10 Reasons to Join the BYOD Revolution
"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... Read More

AI to the Rescue: How to Ease Employee Onboarding and Offboarding in the Contact Center
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... Read More

Customer Service Messaging: Dos and Don'ts
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,... Read More

Don't Let It Go Unused: Getting the Most out of Your Existing Technology
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... Read More

2019 Trend Watch: Call Center Automation
“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... Read More

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