Contact Center Self-Service

Contact Center Self-Service

Self-Service Contact Center Tools: Good for Customers, Good for Agents According to recent research on the customer experience, more than two-thirds of all contact center interactions are agent-assisted. However, use of self-service tools such as interactive voice...
Contact Center Analytics

Contact Center Analytics

Why Contact Center Analytics Is Critical to Optimizing the Customer Experience Let there be zero doubt that the customer experience is the top priority for organizations across industry. This is especially true in the contact center, where customers not only want...
NIST Cybersecurity Framework: Identify Category

NIST Cybersecurity Framework: Identify Category

In this video, Kevin covers the identify category of the NIST CSF and security program management. The identify category includes areas such as asset and business management, organizational IT, and supply chain risk management and security governance.    Next...