September 26, 2023 Video CX Optimized Video Outsourced customer experience and technology services that improve customer satisfaction and reduce cost to serve.
June 14, 2023 Glossary Term Workforce Optimization (WFO) Workforce Optimization (WFO) is a strategy organizations use to maximize customer satisfaction with the least operational costs.
June 14, 2023 Glossary Term Workforce Management Workforce Management (WFM) is an all encompassing term surrounding business processes around having the right number of people at the right times to meet estimated call volume expectations.
June 14, 2023 Glossary Term Target Operating Model Target Operating Model (TOM) is the desired state for an organization's operating model.
June 9, 2023 Glossary Term Contact Center Applications (CXA) Contact Center Applications (CXA) is another term for Contact Center Software.
June 8, 2023 Glossary Term Call Center CRM Call Center Customer Relationship Management (CRM) is a technology solution that gives agents access to account information and history quickly.
June 8, 2023 Glossary Term Average Handle Time (AHT) Average Handle Time or AHT is a metric used in contact centers to measure the average duration of one transaction.
April 10, 2023 Strategy Guide Financial Services and Insurance Ease nervous banking customers with rock-solid customer support 3 CX best practices to optimize contact center operations amidst uncertainty and change
April 4, 2023 Blog Retail and eCommerce Every retailer can offer personalized CX that feels high-end (here's how)
