Contact Center Industry

The Frost & Sullivan Customer Contact West event was an incredible opportunity for customer service leaders to engage in real-world discussions about the future of customer support and workforce...

In today’s fast-moving business landscape, maintaining excellent customer service while navigating fluctuating demand can feel overwhelming. Whether it’s the rush of seasonal spikes, daily unpredictability, or unexpected surges, keeping...

In an era where flexibility and efficiency are paramount, the debate between traditional brick-and-mortar contact centers and virtual, work-from-home (WFH) models has gained significant attention.  As organizations seek to...

From October 6-8, 2024, industry leaders gathered at The Ritz-Carlton in Irving, TX, for the highly anticipated Consero 2024 Customer Experience & Contact Center Forum.   The event provided a...

In an era of relentless digital transformation, businesses are under increasing pressure to find solutions that drive efficiency and reduce operational costs. As customer service expectations evolve, virtual call...

Even before the mass move to working-from-home, many people were seeking jobs that would allow them to choose where, when, and how they want to work. For many people,...

It’s almost here, so let me be the first to wish you a happy Customer Experience Day! While customer experience (CX) is significant year-round, the first Tuesday in October...

Breaking Down Performance Metric Acronyms Raise your hand if, like me, you have a hard time keeping track of acronyms in your head. I usually need a few seconds...

Better CX can start with an understanding of workforce burnout Burnout. The concept isn’t new, yet it is making a comeback in workforce trends these days. There are a...