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Employee engagement—the emotional commitment an employee has for the organization and its goals—is critical to contact center success.

If your contact center is planning to upgrade its customer experience software, you'll find you have plenty of options. In fact, you'll come across a potentially confusing array of choices.

The COVID-19 pandemic rapidly and fundamentally changed how society viewed the workplace. While just 8% of U.S. employees worked exclusively remotely pre-pandemic, as many as 70% worked from home by May 2020, according to Gallup.

Caller ID is not a new technology. In fact, seeing a name on a call goes back to the 1980s for landlines. Later, with the rise of cell phones, callers’ names routinely popped up on phones.

It is ironic that RPA cost inflation occurs when these companies are facing skyrocketing national inflation and higher interest rates which makes it more difficult to serve their debt.

Contact centers have been implementing new digital channels like wildfire. Fueled by the pandemic lockdowns, digital communication methods, such as online chat and messaging, are an effective way for homebound customers to receive help and for businesses to stay in touch with customers to continue nurturing relationships.

For the first time since the beginning of the Industrial Revolution, employees across industries are in the power seat.