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Metrics - The Good and Bad
Metrics in a contact center can either positively impact or negatively impact outcomes. It's important to design a system that incentivizes the behaviors you want and drives desired outcomes. ...more
CX ,Contact Center
February 02, 2026•4 min read
Expert Guidance
Expert guidance is always important and particularly when talking about Contact Centers. It's not just about the technology but more importantly about business outcomes. ...more
Contact Center ,Expert Guidance
January 26, 2026•2 min read
Software Platforms
There are many Contact Center platforms designed by software companies but on an operational basis they are lacking. ...more
CX ,Optimization &Contact Center
January 19, 2026•3 min read
The Importance of the Human Element
The importance of the human element can not be understated with all the technology available today. ...more
Outsourcing ,BPO CCaaS Optimization Artificial Intelligence Analytics AI Voice Agent Automation &Human Element
January 14, 2026•6 min read
The Future is Here
The future is definitely here with the blending of automation, artificial intelligence and human effort. ...more
Artificial Intelligence ,Automation &Human Element
January 07, 2026•4 min read
Happy New Year
The New Year brings much anticipation and excitement for the things to come, both anticipated and surprises. ...more
Happy Holidays
December 31, 2025•1 min read
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