Are You Preparing Your Agents for the Next Wave of Contact Center Technology?
A major contact centre recently invested in a state of the art live chat system. It included pre-written responses and […]
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Omnichannel Contact Center Is No Longer Optional
How Much Revenue Are You Losing by Not Offering Omnichannel Customer Service? I needed more information before buying a product. […]
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The Whole World Is Going Digital. So Why Is your Buying Process Still Analog?
I just recently notched a second decade on my contact center leadership belt loop, and I’ve more than once been […]
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Three Ideas to Reduce Contact Center Work-from-Home Stress
While many team members enjoy working from home, it can also create additional stress. The pressure to instantly answer email […]
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Is Your Contact Center Progressive? – Part III
In my previous articles, we started looking at building the business case to help sell your CX innovation and evolution […]
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Is Your Contact Center Progressive? – Part II
In a previous article, I asked if you think your Contact Center is progressive. I also alluded to the point […]
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Is Your Contact Center Progressive?
In a recently published study from Aberdeen by Omar Minkara (Mar 2021) titled “How to Build a Progressive Contact Center […]
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