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We have all seen our fair share of challenges this year. Everyone is adapting to a new normal, and that means contact centres must deal with increased demands for flexibility and agility. From [...]

Customers expect an exceptional experience across every interaction, and with loyalty on the line, companies must listen to what their customers are telling them—whether through direct feedback [...]

Between increasing customer expectations and an influx of new technology, many contact centres are overwhelmed. The reality is, many brands don’t have the resources to manage the contact centre [...]

Customer expectations are high at every stage of the customer lifecycle. In order to stay competitive in today’s crowded market, companies must not only meet those expectations, they must exceed [...]

In the past, the contact centre has been viewed as a cost centre that was simply focused on resolving customer problems. However, with features like analytics, many brands have discovered that [...]

When it comes to making operations more efficient, most executives know they need to leverage data to identify areas of improvement. Data collection and storage is manageable, but executives can [...]

It’s time to open the possibilities of your contact centre with an omnichannel approach Many of us rely on GPS navigation while driving to avoid getting lost on our way to a destination. [...]