IT Modernization only works if people can use the new technology
Modernization is at the forefront of the government’s agenda, with virtually every agency being ...
4 Tips for Designing and Optimizing Contact Center Dashboards
In a complex environment such as a contact center, it is easy to become so ...
Using Voice Technology to Enhance Customer Service
When a customer calls into a contact center, they want a good experience, and they ...
Contact center agents have little to fear with AI implementation
There's no death knell for CSRs yet, says Doug Taylor. Forecasters have been sounding the ...
Plain Language Is the Key to Contact Center Scripting
Caller: "I can't figure out how to ask for a return on your website." Customer ...
Here’s What Feds Can Learn About CX from Local Government
First, they don't have to start from scratch. Federal government agencies are working to meet ...
