Clik here to view.
More Company Transparency Can Lead to Increased Consumer Loyalty
Traditional one-way marketing and collecting consumers’ digital footprints and identities such as phone numbers or email addresses are quickly becoming a thing of the past. Businesses used to be able...
View ArticleNew Resolution: Weight Loss for Your Workforce Management Database
Happy 2014! How are those new year’s resolutions coming along? According to CNN, the number-one resolution was to lose weight. But if you’re like most Americans, you’re finding that old habits die hard...
View ArticleClik here to view.
All Contact Center Reports Were Not Created Equal
I’ve recently been dieting, and though it’s been slow, I’ve managed to trim a few pounds. How did I celebrate? By shopping of course! With a newer, trimmer outlook on clothing, I was ready to dive in....
View ArticleCloud Contact Center Economics in the Age of the Digital Consumer
As the traditional and at one time strong competitive advantages of companies become commoditized, the customer experience is emerging as the new battleground for winning business and maintaining...
View ArticleClik here to view.
Data Doesn’t Lie – But it Doesn’t Tell the Whole Truth
The recent Scientific American article “How a Machine Learns Prejudice” provides an excellent wake-up call for the technology world in which the buzzwords “Big Data” and “Machine Learning” are flying...
View ArticleCustomer Engagement Center Capabilities: Reporting and Analytics
Omni-channel interactions within the contact center enable businesses to generate more data than they ever have before. But, if companies are unable to make sense of that data it’s about as useful as...
View ArticleClik here to view.
[Infographic] Reaching the Connected Consumer
Last month, we released our 2017 Consumer Experience Index. One theme that is clear throughout the Index is that consumers today want to use connected devices and intelligent assistants for customer...
View ArticleClik here to view.
Infographic: Inside the Hearts and Heads of Customer Service Agents
Today we officially launched part one of our 2018 Agent Experience Index. The Agent Experience Index looks at customer service agents across all demographics and examines their job satisfaction,...
View ArticleTame Big Data to Get the Most Value from Analytics
If big data is beginning to feel like a big headache, you’re not alone. Over half of contact center decision makers say that they struggle with data challenges. Much of this is due to the fact that...
View ArticleBig Data Calls for Big Strategy
In a recent post of mine, More Data, More Problems, I talked about some of the headaches that companies are facing when it comes to managing the massive amounts of business intelligence (BI) that are...
View Article
