by Joe Galvin | Oct 1, 2019 | Partners, Technologies, Trends
Better Than CSAT Surveys: Really Knowing Your Customers Are Happy 30 SEPTEMBER 2019 By: Joe Galvin Every executive serious about growing their business also must be serious about understanding what is really happening when it comes to the perception and behavior of...
by Edward Clark | Sep 26, 2019 | Technologies, Trends
Let’s Be Perfectly Human About Serving Customers, and Perfectly Data Driven to Create Winning Outcomes 25 SEPTEMBER 2019 By: Edward Clark Imagine you are the head of contact center operations for a mobile communications services company, and responsible for the...
by Juhi Fadia | Sep 19, 2019 | Technologies, Trends
The Real Return on Investing in Intelligent CX 19 SEPTEMBER 2019 By: Juhi Fadia With the emergence of new technologies addressing the improvement of Customer Experience (CX), ongoing changes to what we used to refer to as “contact center” and “customer service”...
by Brad Richards | Sep 13, 2019 | Technologies, Trends
Empowering Every Team Member: CX Analytics for Non-Technical Contact Center Leaders Delivered as A Service to All 12 SEPTEMBER 2019 By: Brad Richards As the omnichannel world of CX continues to grow, and it is easier than ever for customers to engage with the brands...
by Juhi Fadia | Aug 12, 2019 | Technologies, Trends
Contact Centers Excel in Times of Crisis, Driving New Innovations in Customer Experience 12 AUGUST 2019 By: Juhi Fadia Given the effectiveness of customer self-service, chatbots, and the growing field of Robotic Process Automation (RPA), live human support is becoming...
by Brad Richards | Jul 22, 2019 | Technologies, Trends
To Be or Not to Be: How BPOs Can Arise Out of Commoditization to Competitive Strength 22 JULY 2019 By: Brad Richards The Customer Care Business Process Outsourcing (BPO) industry is predicted to grow steadily and substantially over the next several years, yet for many...
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