Cara Rosner, Senior Editor

Avoid these 3 common mistakes when it comes to average handle time vs. average talk time

Struggling to become digital-first? It’s time to rethink first call resolution vs. first contact resolution

A focus on CX and EX helped Citizens Bank thrive amid pandemic

3 ways to transform a sales pipeline into a powerful lead generator

This Customer Service Week, we celebrate the power of service

Align sales and marketing to gain customers, drive growth

BPA vs. RPA vs. RDA, Oh My! Here are the Differences and Similarities

On Premise vs Cloud Contact Centers: 3 Critical Differences

This Pride Month, Brands Look Beyond the Rainbow to Stand Out with Customers

Stop at-home contact center fraud before it happens

Attended vs. Unattended RPA: It Doesn’t Need to be an Either-Or