Resource Center
Dive into our curated infographics and video resources to get the latest industry trends and spark new learnings.
Insights
Guide: Forecasting in the Contact Center
Workforce forecasting is a delicate balancing act between these two priorities—customer experience and cost.
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6 Pillars of CX Transformation
Customer experience or CX is a critical area of differentiator for a business. Find out 6 key aspects you need to focus on for a successful CX tran...
5 Ways to Lower Agent Attrition at Your Contact Center
The average agent turnover rate is around 30 percent. Attrition has a significant impact on businesses and can be costly. Find out 5 ways you can u...
Big Data in Contact Centers: 5 Types of Analytics Services
Analytics for contact centers help enterprises big and small measure performance and see the exact ways their agents can improve, gleaning insights...
Call Center Trends – The Future of Contact Centers
Cloud communications, Blockchain-Backed Technology, AI and Speech Analytics are all technologies you need to keep in mind for future proofing your ...
25 Tools To Help You Boost Your Work From Home Productivity
Research says that work from home professionals are 13% more productive than their office-going counterparts. Here are 25 tools to help you boost p...
How AI and Speech Analytics Can Improve Customer Experience
The power of AI and speech analytics means more efficient call center processes and happier customers. Find out how these new technologies can be i...
The Art & Science of Collections
Collections calls are a sensitive exchange for both the representative and the customer. The right approach and tools can facilitate more comfortab...
5 fun ways to build empathy in customer service teams
5 fun ideas that your customer service teams can play to develop an empathetic outlook towards your customers.
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Are chatbots the future of customer service?
Chatbots have now become an indispensable part of contact center operations. That being said, they are not ready to take our jobs yet.
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4 ways to incorporate empathy into your online chat support
Ramping up your online chat support? Here are four essential things to keep in mind to incorporate empathy into support teams
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Mental Health Challenges During COVID-19 and the Solutions to Combat It
Working from home has its drawbacks. Find out how you can better your well-being when working from home.
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5 Tips for Training Your Contact Center Employees To Be More Empathetic
Empathy is directly correlated to all the critical business metrics that help your brand grow. Here are 5 ways you can train your call center assoc...
4 Proven Ways to Inspire Your Employees to Care About Your Customers
Businesses should take an employee-first approach. A stellar employee experience eventually leads to equally superior customer experience.
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A 4-Step Guide To Practicing Empathy In Customer Service
When customer service meets empathy, you have a winning combination to truly care about your customers and build lasting relationships with them. R...
Move Contact Center to Working From Home: How to Transition Contact Center Staff to Work from Home During a Crisis
During a crisis, it is crucial to keep your contact center running, if customers don’t receive adequate support during this time,your business wi...
HIPAA Compliance Guidelines for Working at Home
Companies need to implement work from home solutions to prevent costly and negligible HIPAA violations. According to HIPAA regulations, there are s...
PCI Compliance Guidelines for Working at Home
While it is challenging to enforce PCI compliance on home workers, it is not impossible. The most effective way to ensure that remote workers meet ...
How Remote Work is Changing the Corporate World Globally
Whether it was inevitability or necessity, many companies are transitioning to a remote or distributed workforce.
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The Key to Managing Contact Center Overflow During the COVID-19 Crisis
Making sure you have the right amount of staff at your contact center is a more significant undertaking than some might imagine.
...Videos
Explore our solutions and get a behind the scenes look at our contact centers.
Infographics
We’ve put together the industry’s latest research in beautiful visuals to spark new ways to learn.
How Change Champions Are Leading Our Work From Home Solution (WFHS) During COVID-19
Quality Is Our Culture Catalyst: How We’ve Enhanced & Accelerated Our Growth at CP360
Utilizing Emotional Intelligence To Fuel Creating Legendary Human Experiences
Why Your Companys Value Proposition Matters in 2020 & Beyond
Key Differences Between BPO and KPO
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