Resource Center

Automation in customer service is often thought to be an impersonal approach to handling customer problems and questions.…

There’s no shortage of customer experience (CX) thought leaders, so narrowing it down to the “Top 12” proved…

AI-powered customer service solutions can improve every aspect of your organization, including the online customer experience (CX), brand…

Knowledge management’s original principle was simple: if an organization’s most valuable resource (other than its people) was knowledge,…

Tracking and analyzing call center agent performance metrics should be part of your strategic business plan.

More companies are focusing on designing customer-centric approaches to live support. They’re hiring and training more qualified agents using…

Average handle time (AHT), is one of the top call center metrics for measuring efficiency. How does your…

Knowledge management in call centers makes it easier for agents to find and use information. Customers expect and…

Exceptional contact center performance is measured by how responsive your agents are and how quickly they’re able to…