#CXTuesday weekly digest # 25 - 5/22/2018

Posted by lantelligence on May 22, 2018

CX Tuesday Header-850

ICMI Report: Next-Generation Service: The Role of AI, IoT, and Automation in Contact Center Transformation

By ICMI.com

Within the next year, the percentage of organizations supporting IoT is expected to jump from 36% to 57%. Read this research report to learn more.


Three Stops On The CX Journey

By Forbes

Terms like customer service, customer satisfaction and customer experience are often used interchangeably when describing the delivery of the best experience to your customer. Do we know how important they are to the success of our brand?


Digging In to Team Collaboration App Security

By Irwin Lazar for NoJitter.com

As adoption of team collaboration applications grows, so do concerns related to governance, retention, and security of conversations stored within them.


Why Hiring, Training and Recruiting Is Still a Challenge for Contact Centers

By ContactCenterPipeline

In late 2017, ICMI surveyed the contact center community to ask about their challenges for the year ahead. What came out on top? Hiring, training and retaining agents. People-related problems are an age-old struggle for contact centers, which have notoriously high turnover rates. 


Tags: Customer Experience, CCTR Operations