Contact Center Adoption, Trends, and Challenges Survey

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Assessing What Needs To Be Transformed in Contact Centers

“Leaders want their agents to be flexible and self-motivated. Yet I’m perplexed when I see contact center leaders that are often their own worst enemies and resisting change,” Customer Think … Continue reading Assessing What Needs To Be Transformed in Contact Centers

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Analytics: The Secret in Improving Contact Center KPIs

“It might be impossible to please all your customers, but the rise in data analytics may play a key role in helping contact centers find a happy medium between customer … Continue reading Analytics: The Secret in Improving Contact Center KPIs

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Building Up Contact Center Morale

Each organization succeeds once their morale is built. Customer Think points out the very reason why companies’ morale are destroyed. The article shows that when employees or subordinates see that … Continue reading Building Up Contact Center Morale

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Contact Center AI: Google Steps Up

Google rocked the customer service industry when it launched Contact Center AI. Fonolo reports that this announcement has added a boost to the launching of Duplex by Google.  These are … Continue reading Contact Center AI: Google Steps Up

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Contact Center Success: Its Dependence on Customer Service

“CX is the yardstick by which every customer judges its relationship with your business. Poor customer experience threatens recurring revenue and customer loyalty, while consistently high-quality experiences can transform lukewarm … Continue reading Contact Center Success: Its Dependence on Customer Service

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