The modern customer experience has evolved much more than the past 20 years, and with it, so have the needs of contact centers. Top performing contact centers know they need to uncover hidden insights across all channels, deploy intelligent tools…

Customer experience will change faster in the next 5 years than it is in the past 20 years. Research have shown that 55% of customer interactions in 2021 (up from 35%) are digital and this will continue to grow. Leading…

Greetings from CCAM! The COVID-19 pandemic had led us to a new normal way of doing business and highlighted new approaches to customer service landscape. With the surge in customer support request during this time, contact centers have to be…

By now, most contact center employees have settled into a new at-home routine. Each employee’s situation is unique, with needs that include managing childcare and handling workday distractions from a spouse, roommate or pet. For many contact centers, the impact…

Join this webinar to explore the use cases in the industry and find out how using conversion optimization solution can help you improve operational process and generates more revenue!

When COVID-19 meant businesses had to change the way they operated, most thought they were prepared with strong business continuity plans. Some were well-prepared and others found themselves scrambling to set up remote working capabilities to let employees work from…