Check out our articles on contact center, customer, operations and growth intelligence

Inbound call centers are call or contact centers specializing in receiving and responding to customer inquiries and requests.

Learn how Apple Federal Credit Union is using Demand Insights to transform how they think about and manage the member experience

Discover how to unpack your contact center data to identify automation opportunities with a built in ROI

When considering the future of customer service, the industry is largely evaluating new call center technology and the growth of artificial intelligence.

Creating a frictionless customer experience requires careful planning, strategic thinking, and a deep understanding of your customers' needs and desires.

Five9 and other alternatives are helpful CCaaS solutions for businesses managing the customer journey.

First Contact Resolution (FCR) is a customer service metric that measures the ability of a business to address a customer’s contact reason during their first interaction.

Learn how myob unlocked the "Holy Grail" of data-based continuous improvement in the contact center

Customer demand insights help contact center leaders identify actionable opportunities to improve customer experience and reduce customer service costs.

As an industry, we've become highly proficient in managing and optimizing support interactions as they occur within the contact center. These strategies have been guided by traditional and important metrics like Average Speed of Answer, Average Handle Time and in the last decade, Customer Satisfaction and NPS.

Uncover the power of customer experience analysis and learn how to enhance customer satisfaction and business success in 2023.

Great contact center workforce workforce management practices in place, you can improve the overall customer experience, enhance your employees' performance, and reduce operational costs.