4 articles that week
IDC, Wednesday, October 16th, 2024
The time has come for the contact center and customer handling environment to jettison the term, 'deflection.' There is an inherent prejudice in the word when used in the context of customer service, that is, it is an operational view.
more →
TechRepublic, Monday, October 14th, 2024
Managers who over-focus on particular call center metrics are missing the full picture - and probably driving their employees to quit.
more →
TechRepublic, Monday, October 14th, 2024
A call center knowledge base needs careful consideration to be relevant. Here's how to create a helpful resource call center employees love to use.
more → Digital CxO, Monday, October 14th, 2024
Data analytics are transforming the way contact centers operate, turning customer interactions into valuable insights that drive efficiency and improve service quality. By leveraging analytics, contact centers can optimize operations, enhance agent performance and deliver more personalized customer experiences.
more →