Contact Center

Mar 17, 20206 min read

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

277 views18 comments

Jul 23, 20193 min read

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...

315 views16 comments

Feb 6, 20194 min read

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...

307 views13 comments