“Why is my automation project not working as intended…?”

Whenever, I hear this, I get sad. And I hear it far too often. Unfortunately, many organizations have never got the desired ROI from their automation investment. This blog article goes out to those who’ve already invested in automation, but is not getting the wanted outcome, and to you who are looking into investing in […]

How to improve the collaboration between the staff in the contact center

In a contact center the agents rely on many different systems to complete a single customer interaction. Sometimes a contact center agent also replies on his/her co-workers and colleagues. But how do you create the best collaborative environment for the agents on-floor, the supervisors, and the rest of the organization?