As COVID-19 spreads and impacts work around the globe, work-from-home options become more enticing to keep contact center business continuity customer operations running smoothly. To help prepare an organization for the shift to an at-home workforce to ensure business continuity and employee health, we’ve outlined key benefits of using home-based contact center agents for some or all of your customer sales and support. Business continuity
What insights can be found in the many photos, images, and other visual content that brands use to convey messages to customers? In a survey of more than 10,000 consumers and professionals across 26 countries conducted in partnership with the market research firm YouGov, Getty Images set out to understand the trends underlying the visual content that marketers and creative professionals select from its enormous database and...

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Automation and AI are Making Contact Centers More Human

Contact centers are undergoing a digital transformation that reimagines customer engagement—but don’t count humans out. At ICMI Contact Center Connections, industry experts laid...