Mark Hillary is a British/Irish writer and analyst based in São Paulo, Brazil. He is a former technology director turned...
Customer experience professionals have the tough job of keeping up with new technologies, developing strategies and processes for optimal agent...
Joe Rice, the CEO of CXponent has a long career as a successful executive and business owner in the CX...
Every contact center has a plan for how they want to handle each customer interaction. Given the complexity of any...
Rod Jones has over 35 years of experience in the contact center industry and is an internationally recognized thought-leader, industry...
Over the last few months, contact center agents have seen considerable change, from increasing workloads to evolving work environments. And...
According to the 5th Talent’s April 2021 Contact Center Industry Work at Home Study, contact center agents have fully embraced...
Remote work is here to stay. As contact centers reopen, contact center managers and recruiters are faced with a new...
Peter Ryan is recognized as one of the world’s leading experts in customer experience (CX) and business process outsourcing (BPO)....
A practical guide to performing a technology audit and what to look for when choosing the correct tech to improve...
Metrics are a great tool for assessing contact center performance. But quality and customer satisfaction scores only tell part of...
Tom Benton, Head of Operations here at Vistio, has a unique view on contact center management, technology and processes due to his long career in the...
