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The Omni-Channel Journey: What’s Your Destination?
26 July 2018
Recently I attended the IQPC’s Customer Contact Week (CCW) in Las Vegas....
Five Reasons Why You Should Sell Your...
24 July 2018
Are you the owner of an outsourced contact center and have been...
A Whole New World: AI’s Expanding Role...
19 July 2018
The ever-growing power of computing is transforming our lives. Today we can...
Put the Spark Back in Your Holiday...
17 July 2018
I really enjoy all the summer holidays, especially the most recent one...
Back to the Basics, Part Four: Quality...
12 July 2018
As a contact center professional, I am sure that you are aware...
Back to the Basics, Part Three: Training...
10 July 2018
Contact Center managers must understand the importance of having effective and ongoing...
Back to the Basics, Part Two: Workforce...
5 July 2018
Workforce Management (WFM) is a set of integrated activities that work together...
Back to the Basics, Part One: Contact...
3 July 2018
Your contact center is central to your customer service delivery and the...