REPORTS
April 24, 2018
The attached report highlights the current trends facing the contact center community. On the positive side, this group has a diversified approach to customer care. However, […]
August 25, 2016
A positive customer experience requires seamless integration across multiple contact channels. Today’s customers expect to receive instant responses from their favorite brands, with quick and favorable […]
CX BLOG
September 13, 2017
Originally Published in Customer Think | By Alex Weihmann | September 12, 2017 The ability for companies to collect, store, and manage vast amounts of digital […]
March 4, 2016
Depending on the actions you take, outsourcing your contact center operation can be either highly useful or problematic. While the goal of outsourcing is to create […]
February 26, 2016
Executives increasingly value the contact center as a driver of profit, making it one of the most prominent parts of the company. As the roles and […]
NEWS
September 13, 2017
Originally Published in Customer Think | By Alex Weihmann | September 12, 2017 The ability for companies to collect, store, and manage vast amounts of digital […]
March 16, 2016
Originally Published in Contact Center Pipeline | March 16, 2016 | By David Dorsey Illustration By Janik Sollner Effective data use can separate the preeminent contact […]
January 4, 2016
Originally Published in CMS Wire | January 4, 2016 | By Matthew Brodsky Contact center executives appear to have suffered through a tough 2015, but the New […]