Hard to believe, but it’s been thirty years since I first walked into a contact center—C&P Telephone Company of Virginia located in Richmond, Virginia, which would later become part of Verizon.

2020 has been tagged with every adjective — it deserves no further introduction or attention. Yet during all the 2020 dark days, some unique opportunities emerged for those who made moves to the cloud.

CX analytics is a systematic process that involves discovering, collecting, and analyzing customers’ data to understand their points of view.

Occupancy rate is an incredibly important metric in any call center. A call center that wants to improve its efficiency.