Staffing & Productivity

Register for FreeMany organizations today are struggling with agent retention. However, an increase in agent turnover should not be surprising given the changing agent demographics. More than 70% of c...

Should outsourcing have a role in the era of customer centricity?Given the perception that outsourcing involves sacrificing quality to save money, many would answer a resounding “no.” The customer exp...

Employees have always been the key to a great customer experience, and the evolving customer contact landscape makes them even more important.The “personal connection” is now the paramount differentia...

The best managers realize a contact center cannot succeed without skilled, motivated and mostly sober agents manning the phones (and other contact channels). These managers work hard to develop and...

In this interview, Ryan Cline, the Commercial Business Technology Manager for American Family Insurance, shares his thoughts on backup up plans, work-at-home training and emerging technologies. [e...

At the Virtual Call Center Summit, Jesse Hoobler, Director of Support at Pitney Bowes, will discuss the keys to adopting and adapting to virtual environments. In this interview with CMIQ's Shawn Sie...

Getting more out of Information Technology (IT) has moved to the top of every corporate agenda. Large, global companies have reached a wall where they cannot be improve their customer experience or...

This case study provides an in-depth overview of how one company is using Nuance’s intelligent virtual assistant technology to drive revenue and decrease operating costs. In this case study, y...

Your customers have never been more empowered. They have a wealth of information on everything about your company and are able to instantly share their thoughts with the world. That’s why it’s never b...

Far more than a seminar about best contact center practices, Call Center Week has become the definitive breeding ground for customer management discourse. From exclusive case studies, to frank deba...

Believing there to be a reverse correlation between prioritizing customer satisfaction and contact center efficiency, far too many businesses refuse to adopt a customer-centric mindset. But even w...

The fact that millions of customers rely on telephone support is not enough to refute the fact that the call center is dead. After all, the term "call center" connotes more than the method of comm...