When I was 12 years old, I discovered basketball cards, I loved them so much I collected over 5,000 of them in one summer. I grew up...

Originally posted on the Rustici Software Blog Last month, I presented to the Nashville Network of Customer Experience Professionals...

Here at CC Expo, it’s clear that the world of the contact center is at a turning point. The Expo hall is crammed with state-of-the-art...

My favorite story coming out of the FIFA World Cup thus far is how Japan, fresh off defeat to Belgium, left a wonderfully clean locker...

Let’s imagine, for one moment, that you’re casting your agents and customers in a movie. What roles would they play? Would your agents...

Using DiSC in a customer service context to enhance both the customer and the agent experience. There is a plethora of training options...

Happy 2018, folks! Ready or not, the new year is here. And with the turn of the calendar comes everyone’s favorite annual process: goal...