Contact center Key Performance Indicators (KPIs) are used by businesses of all sizes to make better business decisions, improve how the contact center operates, and improve the customer experience.

Many businesses rely on BPO vendors, or Business Process Outsourcing vendors, to help operate their day-to-day contact center and customer service operations.

In the contact center, getting the customer to the right resource and personalizing the experience are key aspects of providing a great customer journey. One of the most important pieces of technology that a contact center can implement is a powerful Interactive Voice Response system, or IVR. With modern IVR technology, including conversational IVRs that [...]Continue reading

In the contact center industry, providing a seamless, effortless customer journey is one of the most important goals for many businesses. The next evolution in contact center technology is omnichannel communications.

Companies talk about the importance of offering great CX, yet the reality is that most companies don’t measure the quality of most interactions. Nearly 75% of companies measure the quality of voice interactions, but most other channels, especially newer ones like messengers, are not measured at all.