Contact Center

Is "Agent" Offensive to Contact Center Professionals?

While agent and representative are traditionally accepted titles, they may carry a stigma for some, which has led to the use of newer terms

How VOC Analytics Improves Contact Center Performance

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and...

Contact Center CX: Next Issue Avoidance

Last week, Brittany Naylor (Vice President of Customer Support for Service Direct) queued up a wonderful topic in our CX Accelerator...