Playing Nice with Others

By Andrew Larty

Let's explore how various technologies must play nice with one another, why it’s important, and how it impacts...

Emotion Detection - Your CX Can’t Survive Without It

By Kendal Rodgers

Emotions determine brand loyalty and, vice versa, customers’ likelihood of churning. Thanks to developments in emotion...

Looking Back at ICMI Contact Center Expo 2019

By Kendal Rodgers

Having a contact center is running a business within a business. The 2019 ICMI Contact Center Expo was held May 13-15...

The Power of Data in Delivering a Great Customer Experience

By Kendal Rodgers

Delivering a great customer experience is highly dependent on a company's ability to leverage powerful data in...