InfoComm 2018: 5 Key Takeaways for UC Buyers
By Irwin Lazar for No Jitter
Last week's InfoComm conference featured sensory overload as vendors across the gamut of the audio-visual industry showed their wares to thousands of attendees.
Predictive Analytics, As Your Customers Already Live in Future
Chirag Shivalker for Customer Think
Increasing number of channels and multiple devices are decreasing the opportunities for retailers to build a long-lasting & significant relationship with consumers. Companies struggling to make two ends meet, continue taking decisions by looking back at what went wrong. Instead, leading organizations are using predictive analytics to predict the future—and get it right.
5 Coaching Techniques That Will Move the Needle
By Jeremy Watkin for ICMI
While I've certainly had my share of coaching conversations in my career while working to help contact center agents improve quality and performance, it felt incredibly presumptive to position myself as the authority on the topic when I happen to work with a bunch of coaching experts here at FCR.
How to Calculate Productivity in the Contact Centre
By Call Centre Helper
In this article, we look at how to measure productivity in the contact centre – looking beyond the traditional efficiency-based definition.