Contact Center Best Practices
An overview of Contact Center Best Practices.

HEAR how the industry's top performing Contact Centers Achieve World-Cl...
Are Your Service Desk Performance Targets on Target?
Despite all the data that service desk managers have at their fingertips, many fail to establish realistic performance tar...
Rightsizing IT Service and Support - Staffing Ratios
One of the most common questions I hear from IT support managers is "How many analysts or technicians do I need to su...
Forrester Research: The Future of Technology Operations
Today's most innovative companies are swapping stringent hierarchical systems and silos in favor of knowledge work a...
AI Means Business: A Panel Discussion on Modernizing Knowledge Management
While it's still early days for artificial intelligence (AI), it's clear that AI means business. In a June 2020 ...
The Current State of AI in Service and Support
The current state of AI in service and support is underwhelming. Promises of bot-powered agentless support, problems that ...
Enterprise Service Management
What is the future for how this will develop, based on the current working climate and post COVID? ITSM concepts are use...

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