With consumer habits - and the technologies that facilitate them - constantly changing, contact center managers need to always have an eye on future trends.

Is there something not quite right in your contact center, but you can't quite pin down what? Call Design's customized contact center courses can help.

The lines between inbound and outbound contact centers have blurred, and more channels are available than ever before. So what channels should your agents use?

Attrition among contact centre staff is an ongoing problem for managers, but what can you do about it? Here are a few ideas.

Performance analysis improves employee output and satisfaction, as well as customer experience. This applies to the back office just as much as the frontline.