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Contact Center Transformation: Post-Implementation Results During the COVID-19 Crisis

06/08/2020 - 10:00 am

This is the third and final blog in our series documenting the eFinancial contact center transformation. In previous articles, we […]

Becoming the Value in Our Customers’ Business

05/08/2020 - 3:42 pm

The contact center industry is in the midst of a major transition as more companies accelerate the adoption of cloud […]

Designing Effective AI-Based Coaching for Contact Center Employees

07/06/2020 - 8:53 am

For many contact center employees, answering an incoming call can be like playing the lottery. When they answer the phone, […]

5 Ways to Build Resiliency and Keep Your Contact Center Running Smoothly

06/06/2020 - 8:45 am

Resilience means more than using risk management strategies to identify, assess and control threats. Resiliency takes a holistic view of […]

Build a Sense of Community for Your Remote Workers

21/04/2020 - 4:16 pm

Given today’s context, many companies are adjusting to the idea of a remote workforce. Contact centers are no exception to […]


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