Customer Contact Week reaffirmed that while AI and automation are expanding into new possibilities, the real magic happens when technology is paired with process design and governance.

Discover top best practices for call centers to improve agent performance, reduce handle times and enhance customer interactions.

 Call center outsourcing is an excellent solution for companies looking to improve customer interaction without incurring high costs. This guide will share what call center outsourcing entails, pros and cons, best practices and some insight into future trends.

Effective contact center monitoring is not just about overseeing calls but transforming insights into actionable strategies that propel customer satisfaction and business growth. Learn more in our guide to contact center monitoring.

Founder and Principal Melissa Copeland talks about strategies for call center optimization.

Founder and Principal Melissa Copeland writes about tactics to help you cut call center costs while keeping your customers happy.

Seven Call Center Mistakes You Can Fix Right Now to Improve Your Customers’ Experiences 

It doesn’t matter if it’s a technology transformation, a contact center redesign, or a programmatic transformation, it’s detailed, focused work to understand how roles, behavior, process, and tools must evolve to activate a big change.

When thinking about the transition to a CCaaS, it’s helpful to consider how a platform change impacts your organization in terms of channel strategy, infrastructure, process and contact flow, people and day-to-day operations.