July 2021

Shifting call volumes are often challenging to manage. While most contact center managers strive to provide an exceptional customer experience, a sudden influx of calls can lead to less-than-ideal situations. Wait times rise as agents are overrun, and the quality of service may fall as representatives try to navigate the surge of unexpected activity.   Luckily, it’s possible to develop a strong strategy for navigating shifting call...

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Compliance is typically a top concern for contact centers. Often, contact centers store and utilize a wide range of information, much of which can easily be classified as sensitive in nature. Plus, there can often be monitoring requirements that have to be met, ensuring interactions are checked correctly.   With consumer and data protections increasing, contact centers need to use every tool available to stay on top...

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