Delivering exceptional customer service requires everything to go right. It’s not about doing one thing well....

When companies open new lines of communication for customers through digital channels, the goal is to...

Video conferencing technology has enabled us to seamlessly connect face to face with people all over...

While businesses continue to rally around new goals for improving corporate communication, hundreds of thousands of...

Analytics are becoming vital to bring about improvements to the agent experience—ultimately reducing turnover rates and...

Modern technology has forever changed the landscape of our human interaction, with many companies opting to...

With every service channel you open, you’re offering more convenience and choice. But your customers will...

Originally posted in the October – December 2019 edition of STRIVE Magazine Throughout our tribe’s storied...

Today, we announced Serenova’s acquisition of the ProScheduler workforce management (WFM) technology from Loxysoft. This acquisition...

Modern contact center agents make up a workforce that is unlike any before, so it’s not...