An organization's contact center can make or break its customer relationships. However, the COVID-19 pandemic increased call volumes and staffing shortages in many contact centers, which hurt their ...

As businesses prioritize customer experience in an increasingly digital world, AI-driven call center solutions are revolutionizing how companies engage with consumers. Jorge Zuñiga Blanco, a global ...

Avaya has updated its workforce optimization software for contact centers, adding real-time speech analytics and automated quality management tools. The vendor also released new data privacy features ...

Effective workforce management is increasingly critical as contact centers transform from cost centers to strategic assets. According to industry research, 34% of organizations identify WFM as the ...

Heidi Farris is the CEO of ActivTrak, focused on helping organizations use data to understand and optimize the way teams work. In boardrooms across industries, discussions around EBITDA and ...