What makes the best customer service greeting phrases for your contact centre scripts? We surveyed over 80 of our readers to find out which examples work best.

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Customers are expecting immediate feedback when they contact a business on Twitter, Facebook, or other social channels. Read on to find out if your contact centre is set up to handle the unique nature of such interactions.

A study to take a look at modern WFM practices, challenges, and future plans. This white paper shares how leaders can gain an understanding of workforce management in the contact centre and use these findings within their own organizations.

Goals Hastoe Housing needed a multi-media contact centre solution that would flex and grow with the changing needs of their customers

For the ninth year, Genesys has been positioned as a leader in the 2017 Gartner Magic Quadrant for Contact Centre Infrastructure, Worldwide. Read on to find out how Gartner defines Contact Centre Infrastructure and how all of the vendors compare.