Nina Mansell introduces a strategy which aims to help contact centres boost employee engagement, without harming service levels.
Self-service is growing and has a far greater role to play than simply reducing the number of calls coming into the contact centre. This white paper outlines a series of techniques to create a sound self-service strategy.
This white paper shares industry experts’ and analysts’ latest thinking around how contact centres need to adapt to maintain a competitive edge in today’s multichannel environment and how best to leverage technology to get the most from your contact centre […]
This white paper is an interview with Richard Snow, VP and Director of Customer and Contact Center Research at Ventana Research.
As consumers, we demand a frictionless experience, giving loyalty to companies that consider this important. As such, many contact centres are putting the Customer Experience (CX) at the heart of their processes, creating innovative ways to improve their service offerings.