Guide: Forecasting in the Contact Center
Workforce forecasting is a delicate balancing act between these two priorities—customer experience and cost.
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 from big data.
Customer Experience in 2020 and the New Decade
CX is going through a lot of changes. Here are a few trends that your customer-facing teams should watch out in order to offer amazing customer experience.