What’s the big deal about Big Data? It’s a topic on every industry conference and it’s a theme that seems to be streaming endlessly through our collective Twitter feeds – and yet there are so many different opinions about what Big Data actually is and how it should be leveraged. We put together this primer […]
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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. […]
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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 […]
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