Balancing the need to reduce call center costs and keep customers happy is tough. However, Workforce Management (WFM) and contact […]
A growing list of enterprise contact centers like Citi, British Gas and Aetna are reaping the strategic benefits of advanced […]
With 2017 in full swing, it’s the perfect time to take control of your frontline and make the necessary changes […]
The evolution of technology has transformed the way consumers interact with brands. According to the Retailing 2020 report, the demand […]
Customer effort is (or should be) a huge area of concern for customer experience professionals; it’s major point of contention […]
But what is the answer? Unfortunately, it’s not crystal clear what is best. It seems like the trend towards universal […]