SOURCE: “IDC MarketScape: Worldwide AI-Enabled Contact Center Workforce Engagement Management 2025–2026 Vendor Assessment”, 9 December 2025, IDC # US53001425. IDC MarketScape vendor analysis model is ...

As a manager of a small business, your resources are limited. You can’t justify hiring a whole sales team and often are doing a large chunk of your company’s sales—if not all of them—on your own.

Meeting fatigue (or meeting overload) isn’t new to the workplace, but remote and hybrid work have made it a lot harder to avoid. With a hybrid workforce, many leaders think that they need more ...

It’s no secret that call centers are concerned with metrics and performance. Reps have to be fast at not only picking up the phone and responding to customers, but also solving those issues—sometimes, ...

We’ve all been there: you’re on an island vacation, or maybe a long weekend by the lake. As the final night of work-free bliss arrives, so does the familiar pit in your stomach. How many new emails ...

To achieve that productivity, though, you have to measure it. If you don’t measure your team productivity, how will you ever know if they’re working as efficiently as you hope? The only way to truly ...

What does good customer service look like? You probably know when you’ve experienced it, and you certainly know when you’ve experienced bad customer service, but for a small business with a small ...

Terms like on-premises private branch exchange (PBX) might be confusing, but implementing this technology promotes cost-savings and stronger internal and client communications. A PBX phone system ...

But beyond the obvious clichés and soundbite advice, what does it actually take to develop a solid customer service strategy? How can you build a customer service process that ensures a positive and ...

Call centres play a big part in the UK’s economy. There are around 926 businesses in the sector, employing close to 1.3 million workers. That’s around 4% of the entire workforce. Call centre staff ...

Is your day drowning with too many meetings? Are you looking for ways to reduce the number of meetings in your day? You’re not alone. In fact, meetings have increased by 12.9% since 2020. 1 If you ...

Frame relay uses packet switching technology. This means that it breaks data, such as call data, into smaller packets, also known as frames, to transmit it through a shared frame relay network. These ...