by Brad Richards | Feb 4, 2019 | Technologies, Trends
With New Consumer Privacy and Protection Regulations Advancing, Contact Centers Must Adapt: Comply, or Die 04 FEBRUARY 2019 By: Brad Richards Most companies that operate contact centers, or contract for contact center services have appropriately been paying careful...
by Brad Richards | Dec 18, 2018 | Technologies, Trends
Customer Experience: a Blend of People and Real-Time Intelligence 18 DECEMBER 2018 By: Brad Richards It’s a combination of great people and great technology that’s changing the world of customer engagement and delivering personalized, highly effective customer...
by Brad Richards | Dec 12, 2018 | Technologies, Trends
Don’t Just Sample – Stream Sentiment Data to Improve Service and Satisfaction 12 DECEMBER 2018 By: Brad Richards Sampling customer experiences is not new. It’s also not enough given advances in software that provides a more complete, continuous view. Interpretation is...
by Brad Richards | Nov 29, 2018 | Trends
Converting Customer Analytics into Corporate Performance Improvements: Don’t Stop at Data Collection 29 NOVEMBER 2018 By: Brad Richards There’s no question that successful brands are investing in collecting data on existing customers to retain them and grow their...
by Brad Richards | Nov 20, 2018 | Technologies, Trends
Contact Center Compliance Is A Team Sport: Customer Experiences That Meet Regulatory Guidelines 20 NOVEMBER 2018 By: Brad Richards Contact centers have evolved dramatically and as we head into 2019, we’re seeing an acceleration of innovation being driven by a...
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