Futuristic CCaaS Projections
Read moreThe future functionality and capabilities of CCaaS platforms will be largely driven by AI in the near-term. While some...
0AI in the Contact Center
Read moreAfter several years of “AI hype,” we are now starting to see true AI deployments and results in the...
Current CCaaS (Call Center as a Service) Trends in Call Centers
Read moreThe CCaaS market is growing at a remarkable rate, given the number of legacy telephony platforms facing end-of-life and...
CASE STUDY – Helping a National Health Care Servicer Refocus, Reduce Costs and Boost Productivity
Read moreHow McIntosh & Associates and Mivation helped a national health care servicer refocus, reduce costs AND boost productivity. OVERVIEW...
TIP SHEET – Outsourcing Your Contact Center: Vendor Metrics for Staffing Line Adherence
Read moreMany companies with outsourced contact centers struggle to find the optimal approach to hold vendors accountable for staffing to...