The Key Differentiator
By Tom Cunningham Recently I sat in a room with a CEO whose products are part of the luxury goods market. During our time together, … Read more
By Tom Cunningham Recently I sat in a room with a CEO whose products are part of the luxury goods market. During our time together, … Read more
By Tony Jurica Maintaining lasting relationships with customers once meant focusing on product ratings and decreasing wait times when a customer called into the organization. … Read more
OnviSource’s mission is to empower enterprises and contact centers in their digital transformation. To do this, they offer cost effective, automated solutions in customer experience … Read more
By Stephanie Jones If you’ve made a management career for yourself in a high-turnover industry, you’ve probably found yourself frustrated about training. After all, training … Read more
By Dan Somers Automation and artificial intelligence (AI) can help save contact center costs, but primarily it increases customer satisfaction by speeding up responses and … Read more
Predict Who Is Calling and Why By Nancy Lee Artificial intelligence (AI) is intelligence demonstrated by machines, in contrast to the natural intelligence displayed by … Read more
Chatbots could follow the path of IVR, a once-promising technology that earned customer ire through poor implementation By Peter Lyle DeHaan, PhD I don’t often … Read more
By Kathy Sisk In the last issue we discussed properly assessing and preparing agents for training before the start of your campaign. Now we’ll look … Read more
By Giuseppe D’Angelo Are you frustrated when your salespeople squander your hard-earned leads? If so, you’re not alone. Reps ignore 80 percent of the leads … Read more
Amtelco’s Genesis Intelligent Series release 5.1 is compliant with key communications and collaboration solutions from Avaya, a provider of digital communications software, services, and devices. … Read more