Performance & Metrics

On August 12, the Biden-Harris administration announced the rollout of “Time is Money,” an initiative mandating that corporations provide a more streamlined

By blurring the lines between an innovative virtual experience and a hands-on in-person interaction, customers have set a precedent that requires seamless, reliable, and effective support at every tou...

2020 saw the rise of a new generation of digital-first consumers. While tech-savvy customers have been consistent with their online shopping and mobile ordering, closures of established storefronts an...

As industries across the globe struggled with unprecedented management challenges in 2020, the contact center community struggled to supervise, engage, and retain employees through a reactive continui...

Empowering agents to deliver excellent customer experiences was never an easier endeavor. It became exponentially more difficult, however, amid the COVID-19 pandemic.

Without a resilient response plan for the wide variety of threats that your organization is susceptible to, you cannot possibly survive. And after this year especially, companies have truly witnessed...

When it comes to marketing, success is measured by leads, clicks, conversions, and sales. When it comes to sales, success is measured by revenue growth. However, when it comes to monetizing and measur...

“We saw it coming… we knew that virtual agent environments where a large majority of employees would be working from home was in the future. We saw that back in 2005..."

“It is common knowledge that there is a global productivity deficit… and it doesn’t appear to be ending any time soon.” - EPOS Vice President of Product Development, Enterprise Solutions, Theis Moerk

"This is pretty widespread and pretty egregious. And I don't think Uber has any plans to fix it."

Now, seven in ten organizations are no longer looking at one-time sales or repeat purchases but rather an ongoing relationship that needs to be continually nurtured. After all, acquiring a new custome...

In many brick-and-mortar retailers’ cases, facial recognition technology has largely been used to reduce shoplifting, especially tracking repeat offenders. However, advances in AI and machine learning...