Articles to transform your Business

If your contact center budget has a leak, It’s almost certainly hiding in one of these 5 metrics. Here’s...

At contact center scale, small efficiencies become big savings. Here’s how removing just 20 seconds per call saved $350,000...

Most CFOs look at their contact center and see a cost center. I look at it and see a...

Most contact centers overpay for AI because they don’t ask the vendor the right questions before buying. Here’s one...

“We had 1,000 people use our self-help tool and nobody called afterward.” He thought that was a success. That’s...

Patient satisfaction in healthcare has 3 distinct steps. Most practices only measure the last one. The sequence looks like...

Most contact centers are still running QA the old way. They’re only getting a fraction of the value QA...

I didn’t plan to build contact centers from scratch across seven countries. I just kept saying yes to the...

My first call as a frontline agent changed how I lead contact centers. 20+ years later, I still use...