As contact centers add more automated capabilities for dealing with minor customer issues, it’s becoming more and more important for your employees to be well-trained. That’s because increasingly, the issues that live contact center employees are dealing with are the more difficult, complex ones. Customers expect your contact center employee to solve whatever issue .

Depending on whom you believe, the term “Millennial” is broader than you might think. In fact, someone born anywhere from the early 1980s to the early 2000s could be considered a Millennial. But regardless of where you draw that cutoff line, Millennials are still a large portion of the United States population, with figures averaging around 75 million. When you.

Analyzing KPIs is no doubt a vital way to measure how your contact center responds to your callers. But there’s a virtual avalanche of data within those figures. You can get just about every bit of information you need from your key performance indicators - but does that mean you’re getting the right information? How can you tell which indicators mean the most to.

Public discourse on community policing hasn’t been so high since the mid-1990s, when a citizen filmed the mistreatment of Rodney King on the streets of Los Angeles. Following the relatively recent deaths of Walter Scott, Freddie Gray, Michael Brown, and Eric Garner, community relations are of particularly great concern right now for both law enforcement professionals .

Law enforcement practices are going through some changes right now, and there is a great deal of scrutiny on departments and officers around the country. Whether fair or not, there are expectations of change in law enforcement, some of which have been in the works for years, while others are brand new ideas. So let’s take a look at some of the trends that we’re seeing .