Futuristic CCaaS Projections
Read moreThe future functionality and capabilities of CCaaS platforms will be largely driven by AI in the near-term. While some...
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AI 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...
