Dangers of not Having Call Recording in Utilities: Danger #4 – Misunderstanding the Customer Voice

Contact centers are continually tasked with goals, key performance indicators, and regulations. Management often uses grading and scoring of agent interactions with customers to guide best practices and standards. Sometimes the chosen KPIs for agents focus on rigid quantitative parameters, and they discount the customer’s needs.

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Yes! A cloud contact center is the right move to your business

Cloud technology solutions are one of the major trends in almost all industries. They provide multiple benefits  and simplify digital transformation processes. They have become essential in the Contact.

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Contact Engagement Centers make more sense

This article was originally published in Destination CRM. Author: Miguel Noronha. Consumers are all too familiar with the customer service call routine. They call.

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Three Principles to Design the Customer Experience Using Big Data

“Without big data, you are blind and deaf and in the middle of a freeway.” – Geoffrey Moore Mass marketing days are gone! Your.

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