Contact center performance management (CCPM) is an analytical approach to managing and improving the effectiveness, quality and overall experience provided by the contact center. It is a process that ...

SAN FRANCISCO--(BUSINESS WIRE)-- The International Customer Management Institute (ICMI), the leading global provider of comprehensive resources for customer management professionals, today unveils ...

Data agnostic failures. "Data agnostic" platforms often fail to integrate complex systems and leave teams with inaccurate data and time-consuming workarounds. Essential data attributes. A complete, ...

What puts contact center people constantly behind the “eight ball?” What makes contact center management so volatile? One of the biggest contributors is that we often fail to identify and assign ...

Before 8 a.m., the path from parking garage to elevator lobby is almost serene. A good time to arrive, a bit ahead of the crowd, with the knowledge that there will be fresh coffee waiting for you ...

Anand Subramaniam is SVP Global Marketing for eGain Corp. eGain’s solution automates digital-first customer engagement for global brands. Working as a contact center agent was never for mere mortals.

If you’re considering transitioning your existing contact center management and staff to a new external services provider, the process doesn’t have to be painful. When handled with sensitivity and a ...

Anyone who’s ever worked in contact center management understands that the job is not for the faint of heart. The necessity of dealing with numerous daily problems is inherent in the business process ...

FRANKLIN, Tenn.--(BUSINESS WIRE)--Eleveo has joined Zoom’s ISV Partner Program and is integrating its Workforce Optimization (WFO) software suite with Zoom Contact Center, the company’s omnichannel ...

Businesses are doubling down on innovations like generative AI, advanced analytics and conversational intelligence to redefine how they engage with customers through contact centers. These tools are ...