CX Digital Transformation
Contact Center (CX) Technology should be a driving force behind your competitive advantage as a business. It provides the insight to your customers and performance that is the difference between long-term success and failure.
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...
2 minute read
Omnichannel Contact Center Is No Longer Optional
How Much Revenue Are You Losing by Not Offering Omnichannel Customer Service? I needed more...
2 minute read
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...
1 minute read
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...
2 minute read
Is Your Contact Center Progressive? – Part III
In my previous articles, we started looking at building the business case to help sell your CX...
2 minute read
Is Your Contact Center Progressive? – Part II
In a previous article, I asked if you think your Contact Center is progressive. I alsoalluded to...
1 minute read
Is Your Contact Center Progressive?
In a recently published study from Aberdeen by Omar Minkara (Mar 2021) titled "How to Build a...
1 minute read
Why Do Inbound Agents Struggle with Upselling?
2 minute read