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 ...

Call center burnout isn’t just a staffing issue. It’s a warning light that today’s change management tactics aren’t keeping up. Across industries, companies face mounting pressure to rewire how ...

Call centers, contact centers and contact center as a service software all fall under this category as they include handling of inbound contacts and outbound contacts in the context of customer ...

Twice a year top brass at Vision Service Plan (VSP) gathers around a conference table to listen to customers. But the executives of this eye-care benefits provider are not sitting with customers; they ...

Contact centers are more than just service hubs—they're where the critical interactions that shape brand perception and loyalty occur. Contact center quality assurance (QA) ensures that every customer ...

As artificial intelligence (AI) continues its meteoric rise, the role of knowledge management (KM) in contact centers is gaining prominence like never before. Knowledge and knowledge management ...

If you currently have best practices and world-class tactics in place at your contact center, you are very likely doomed. You have chosen to incorporate proven approaches and principles, and in doing ...

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 ...

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.