Improving human-to-human conversation intelligence between contact center agents and customers will improve customer exp...
CCaaS (Contact Center as a Service) and the Contact Center Stack of Communication Platform, CRM, LMS, WFM, QM, & Bus...
Employee engagement, virtually or in person, in best interests of all the stakeholders: customers, employees and the o...
Measure customer experience, then make it actionable as a team effort among CX leadership, front-line staff, suppliers a...
Contact center health assessment prevents crises & resolves issues, like annual wellness check we all do with our do...
Both timely customer communication in a CX crisis and taking responsibility by leaders are crucial for customers & i...
QA monitoring at the director level is about the overall performance, but as a supervisor or from the lead perspective i...
AI, chatbots, voice bots, RPA, digital transformation, cloud, omni channel, real time analytics... are the contact cente...
