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​A well-designed monitoring program identifies customer pain points and gathers valuable intelligence that can improve agent performance and CX, as well as products and services.A well-designed monitoring program identifies customer…

​Cloud vs. local backup is an important discussion for IT leaders today. The cloud backup market is soaring, but traditional local backups also have much to offer.Cloud vs. local backup…

​In this episode of IT Ops Query, Duckbill’s Corey Quinn discusses the highs and lows of last year in AWS, advice for enterprise IT buyers dealing with the cloud giant…

​Follow this comprehensive contact center security checklist that encompasses technology safeguards, customer data protection procedures and common business sense.Follow this comprehensive contact center security checklist that encompasses technology safeguards, customer…

​The techniques used to build hybrid cloud architectures have come a long way, but managing these environments long term is plenty more complex without the right software.The techniques used to…

​Contact center agent performance improves when organizations combine training, feedback, routing and self-service with the right data, tools and support.Contact center agent performance improves when organizations combine training, feedback, routing…