Cybercrime targeting contact centers jumped by 113 percent in 2017 as fraudsters drove out the weakest commerce link. Chris Bauserman, NICE inContact VP, says protecting...
Call centers are getting a dose of intelligence – artificial intelligence, that is. Challenged with rising customer expectations and security concerns contact centers around the...
When consumers call an operator standing by for help, it’s often only after exhausting their DIY efforts. In the latest Call Center Commerce Tracker™, powered by...
The Google generation is changing industries from retail to call centers — and everything in between. Thanks to the internet, DIY solutions to problems big...
Most Americans may not know it, but the staff and technology being put to work answering their questions, solving their problems and selling products over...