If you want to set up call forwarding on your Android phone, there are a couple of different ways to do it. Here's everything ...

Process intelligence provides a true understanding of where, in any end-to-end process, AI can have the biggest impact.

A well-designed call flow is great for customers and agents. See if your call flows are as efficient as possible and what to ...

Managers who over-focus on particular call center metrics are missing the full picture — and probably driving their employees ...