For years, Mitel has been the go-to solution for handling customer interactions. The promise of control, security, and reliability made the on-prem and hybrid systems feel like a safe bet….

Let’s cut to the chase: your agents are quitting. A lot. In fact, the average turnover for a contact center hovers between 30-45%. With that kind of loss, how will…

The days of long hold times, robotic scripts, and disconnected service experiences are over. (Cue the collective sigh of relief.) Today’s customers expect speed, personalization, and consistency across every interaction—whether…

Using AI for sentiment analysis helps your agents know how to defuse irate customers, build loyalty, and boost first call resolution.

Avaya is moving on from mid-market contact centers. But you don’t have to be left behind.

Your customers don’t want to call back. When they reach out, they expect a fast, effective resolution … the first time. If your agents can’t deliver, frustration builds, repeat calls…

In a digital-first world where customer expectations are higher than ever, call centers play a critical role in delivering exceptional service and driving business growth. But delivering great customer experiences…

Contact centers have long been notorious for their sky-high turnover rates, with some studies pegging attrition at over 40% annually. It’s no secret that replacing an agent costs way more…

In the contact center world, a quiet revolution is underway. Artificial intelligence (AI) is no longer a buzzword; it’s a game-changer. But here’s the twist: AI isn’t here to replace…