Choosing the right contact center platform is a critical step for any business. With a broad range of customer experience (CX) solutions available-from comprehensive platforms to specialized tools-it ...

How bad is call center agent burnout? I interviewed a manager of a small hospitality company recently, and he told me that half his employees quit within two weeks of completing their training.

Interestingly, they also found that 64% of contact center employees say that their role involves both customer acquisition and customer service and that of the calls that come into their contact ...

Renz Miguel Marquez, a 29-year-old call center trainer in Makati City in the Philippines, uses AI tools to streamline his workflow. The call center where he works caters to broadband service ...