Omnichannel proliferation needs more than your average agent. Organizations should develop super agents to better address customer needs. There’s more demand on the contact center workforce now than ...

Kaulig Racing and Ram said they would bring some outside-the-box ideas to the Craftsman Truck Series – and they’re delivering with the next phase of the truck manufacturer’s return to NASCAR. It was ...

Agent engagement is increasingly seen as a strategic priority across the sector. In the UK, the introduction of the Agent Quality Framework (AQF) has encouraged institutions to reflect on the systems ...