With many agents returning from a work-from-home environment (where not showering and wearing pajamas wasn't a problem), dress code and pers

This blog explores the skills customer service representatives will need in a future supported by AI, where self-serve is the norm.

What do customers expect (and need) from a customer service organization? This blog uncovers the top priorities for many organizations

The top 10 reasons companies outsource their call center or contact center quality monitoring.