Contact center quality management (QM) has been a crucial part of enhancing agent performance, ensuring compliance, and improving customer experience. Technology advancements transform labor-intensive and time-consuming quality management processes into...

Along with the devastating effects on our physical and mental health, Covid-19 has managed to alter the way companies operate this year.  Enterprises were caught in the middle of balancing...

Towards the end of each year, Gartner publishes its predictions on the following year's top technology trends. As for the rest of the business world, we were waiting to get...

OK, This May Sound Ridiculous but Hear Me Out. During these challenging times of pandemic, physical distancing, and lockdown, we have more time to think about what we are, and...

Conversational technologies transform the customer journey. By allowing customers to use their own words to interact with systems, conversational technologies offer the most natural communication method. And the conversational journey...

No doubt about it, quality management is a must for call centers to ensure effective customer services. Providing high-quality services require call centers to identify calls that are failing to...

With each new day, we wake up to a world where Artificial Intelligence is used in a more effective way. We see AI solutions that are becoming widespread in various...

A few years ago, websites, apps, and social media were the options to reach a company fast. But the response rate on these channels was too slow for our patience....

A few days ago, I received a link to an article titled “Artificial intelligence vs. human authenticity: are creative jobs in danger?” Since then, I have been pondering the concepts...

Customer satisfaction is the key factor behind the success of a business. The more satisfied a customer is, the higher the chances they become loyal customers. This means they will stay with your brand...