Virtual contact center resources

Every so often, someone stands out not just for their skills, but for their consistency, intuition, and ability to create impact. This month, that someone is Jerome—a customer service...

In today’s business world, uncertainty doesn’t exactly send a calendar invite—it shows up unannounced and expects a five-star response. Whether it’s a sudden market shift, supply chain hiccup, or...

Reducing the Total Cost of Ownership (TCO) in contact centers while maintaining high-quality service is a critical objective for businesses aiming to optimize operations and enhance customer satisfaction.   Achieving...

In today’s fast-paced business environment, maintaining consistent, high-quality customer service during periods of fluctuating demand is crucial. Call volume surges can occur unexpectedly, driven by factors ranging from planned events...

From March 19–20, 2025, senior customer experience leaders gathered at the iconic Fairmont Copley Plaza in Boston for the GDS CX Innovation Summit to dive into the future of...

This whitepaper educates businesses on effective strategies to source and retain highly skilled remote contact center talent, comparing remote and traditional in-person staffing models. It emphasizes evidence-based approaches and...

The 2025 Consero Customer Experience & Contact Center Forum once again delivered insightful discussions, actionable strategies, and meaningful connections among industry leaders.   Held at The Biltmore Miami, Coral...

The holiday rush, tax season, back-to-school shopping—every industry has its peak moments when customer service demand skyrockets. But how do you keep service levels high without overstaffing during slower...

Some people naturally uplift those around them, and Jolene, the newest Agent of the Month winner, is a perfect example. From the moment she joined the medical transportation program,...