It is an exciting time in the customer contact industry. When you think about where contact center technology started, it can be traced back to the invention of the telephone. For decades, the voice channel was the only channel available for customers to receive speedy resolutions and attention to their needs. Boy, has that changed. […]
Read More
It’s no secret that more and more customers are choosing to bypass the telephone channel to begin a customer service interaction with a brand. It’s a fact of “customer service life” that companies can’t ignore anymore. This blog post takes a look at integrating emerging channels into your existing contact center technology mix. (Warning: We’re […]
Read More
Every outsourcing partnership must effectively manage the “hand-off.” At the beginning of the relationship, and as the partnership grows and evolves, the call center outsourcer must implement methods and processes that allows them to function as an extension of your operating team. That means adopting your agent training curriculum, implementing new processes, managing change control, […]
Read More