Working at a contact center is no joke. You get back-to-back calls during peak hours, repetitive conversations, short-tempered clients, tons of “hold times” and...

In today's hyper-competitive business landscape, customer experience and customer engagement strategy are both critical to ensure and improve customer retention. But...

IVR and IVA are both technologies that allow customers to interact with a company without having to speak to a live agent. They have two purposes. First, they make...