August 2023

Join us for a three-part webinar series on "Disrupting Burnout: Empowering Personal Well-being in the Workplace." In this series, we will delve into the complexities of burnout and explore practical strategies for individuals to take ownershi…

  The program "Navigating a World of Overload: Embracing Diversity, Equity, Inclusion, and Belonging" recognizes the power of diversity and the need for inclusivity. It offers insights, tools, and personalized methods to navigate our …

In 2022, businesses recognized the value of optimizing their contact center operations to streamline processes, increase efficiency, and meet the rising expectations of their customers. Despite a full staff of agents, only 10% of customers believe t…

Business and consumer surveys carried out in the course of the research for this guide show that while improving the customer experience is high on the agenda for many organizations, most businesses are still a long way from where they want to be. T…

First-generation digital channels like Email and Web Chat are seeing significant adoption, along with video chat and co-browsing capabilities. Mobile apps, tied to the widespread use of smartphones, are gaining traction, though contact center support l…

This Spotlight explores how and when the concept of a combined cyber fraud/security operations center starts to make operational and financial sense for an organization. The prospect of fusing cybersecurity and fraud information into a cohesive plat…