Call Center

Nov 14, 2017

The Contact Center Transformation, Part 1: Change is Already Here

When the world changes around us, how do we react? How do we plan for inevitable change? As the rate of business change continues to accelerate, there are profound implications for contact centers. Some of the relevant trends we see today include: Rapid shift from retail box purchases to online commerce Customer expectations rising, based on day-to-day predictive interactions Technology disruption and integration, with IVR and learning technologies This transition turbulence is causing certain organizations to take their eye off the customer experience ball. 11 of 19 industries recently saw their customer experience scores drop for the first time in five years. Let that sink in for a moment; how is...

When the world changes around us, how do we react? How do we plan for inevitable change? As the rate of business...

Aug 22, 2017

The Contact Center Dashboard: 5 Metrics that Matter

Customers want brands to value them, respect them, and treat them like individuals. As commerce becomes increasingly distributed, Contact Centers are often...

Customers want brands to value them, respect them, and treat them like individuals. As commerce becomes increasingly distributed, Contact Centers are often...