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, and how training, technology and metrics can improve your operations.

Call center outsourcing is an excellent solution for companies looking to improve customer interaction without incurring high costs. Find out what call center outsourcing entails and gain insight into trends. 

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

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.

For starters, don’t let your customers get frustrated in automation hell.

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.