Younger Millennials and Zoomers loathe speaking on the phone. The stark shift in communication style from Gen X to Millennials...

Contact centers are critical for many businesses to ensure their customers receive a satisfactory experience. However, customers often dread calling...

The modern consumer has much different wants and expectations than those of a decade ago. Technological leaps, shifting economic situations,...

Acquiring highly qualified candidates is an ongoing challenge for businesses across all industries. The competition between employers to entice talented...

Call center agents often have the first interaction with customers. They set the stage for the customer experience, and many...

Replacing an employee is a costly venture, as businesses can spend up to two times that employee’s salary to fill...

Employers have several expectations of their employees, but they aren’t always as clear as they could be. For example, employers...

First response time (FRT) measures how much time passes between a customer initiating first notice of loss (FNOL) and an...