Use Agent Voice DNA to Improve Contact Center Hiring Results

Voice analysis is a strong predictor of new-hire success, retention and CSAT performance.


The Dawn of WFO 2.0

The face of customer experience center workforce optimization (WFO) is changing. Traditionally, it has been the functional and technical integration of several complementary software [...]


Contact Center Labor Issues are Number 1 Challenge for 2016, but…

According to its survey of 277 contact center operators, leading analyst firm Strategic Contact concluded that high attrition is the number 1 issue facing them in 2016. In fact, this contact [...]

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