Historically, the CIO-CMO relationship may not be the most harmonious, most recently caused by tensions due to predictions that the…
Read More »Technology
I got that catchy title during a recent conversation with Mike Garner, chief customer officer at Cicero. His evaluation of…
Read More »IF YOU ARE STUCK IN A WORLD IN WHICH CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SOFTWARE CAN ONLY PLAY IN THE SALES…
Read More »“With potential changes coming from so many angles, sometimes faster than you can react, you may want to throw up…
Read More »“Unlike the pens in a pocket protector, mobile devices have the potential to be incredibly helpful or horribly intrusive.” A…
Read More »Thus the noble goal for Walmart customer service so aptly described by Sam Walton when the first Walmart opened in…
Read More »If you’re reading this article it’s probably because you’ve already realized, or at least started to suspect, that there is…
Read More »How many times have you heard feedback from customers saying that they wish they could put a face to the…
Read More »Everywhere you turn, there is a new app or a new social media tool popping up on smartphones, tablets and…
Read More »The number and types of vendors offering cloud contact center solutions has grown dramatically. The veterans have expanded their portfolios…
Read More »Maxed out. That’s how we find many contact center leaders and their IT counterparts. Too much to do, not enough…
Read More »Contact centers have pursued “multichannel” for over 10 years with marginal success. While they have added email and chat, these…
Read More »Interactive voice response (IVR) systems are only as intelligent as the information that they’re provided. The deployment of a smart…
Read More »Analytics, specifically speech analytics, has generated a great deal of excitement for over 10 years. The industry’s enthusiasm lies in…
Read More »Are you the type of person who can’t wait to see what’s in the next smartphone release? All the bells…
Read More »When a consumer with a southern drawl told his healthcare provider’s call center agent that his body mass index was…
Read More »People are passionate about their mobile devices, as demonstrated by the long lines that Apple Stores draw days before the…
Read More »Ever have a nagging feeling that your center is more vulnerable than you’d like to admit? Odds are, creating or…
Read More »There is probably no area of the company where it is more critical to have highly engaged employees than customer-facing…
Read More »The contact center technology market has become increasingly diverse and complex. With many sourcing options (premise, hosted, cloud, managed services),…
Read More »Speech analytics vendors often reel in customers by touting their products as the holy grail of contact center efficiency and…
Read More »Momentum and excitement builds around new contact center technology as you make a vendor and product selection and set forth…
Read More »Tools to aid internal communication are pervasive within corporations and contact centers. Possibilities include core capabilities of the ACD system,…
Read More »Contact centers and their IT departments have plenty of demands on their all too limited time, resources and money. Compliance…
Read More »Hello. My name is Paul and I’m an analyticoholic. There, I said it. I’m an analytics junkie and I’m not…
Read More »Every contact center wants details on why customers call, both to route them in realtime and to report on call…
Read More »January 13, 2014, was a pretty tough day for Gregg Steinhafel, chairman, president and chief executive officer of Target, the…
Read More »I was recently asked by an executive at my company about how excited contact center leaders get over cool new…
Read More »Do you take an active role in contact center technology planning efforts, or do you rely on IT to take…
Read More »Professional fraudsters are known for targeting contact centers in the financial industry. To address these systematic attacks, some organizations are…
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