Archive | Strategy [Contact Center]
Great Service is a Customer Right (whitepaper)
Are You Ready for Digital Transformation?
FCR in an Omni-Channel World (whitepaper)
Reality Check: Will Customer Journey Analytics Be the Next CRM?
Top Ten Contact Center and Servicing Goals for 2017
Consumers Channel of Choice – A Multi-generational Benchmark Study of Consumer Channel Preferences (whitepaper)
Enterprise Servicing Goals for 2017: Great Service is Formula for Success (Whitepaper)
Great Customer Service Isn’t an Accident
Outstanding Customer Experience Is Still Your Top Service Goal
The Customer Service Revolution (Whitepaper)
Buzzword Battle: Omnichannel Versus Multichannel
Buzzword Battle: Omnichannel Versus Multichannel
Transforming Your Contact Center Into an Essential Corporate Contributor
Stop your contact center from being marginalized. Generate revenue, optimize your back office, take on social media.
2013 Contact Center/Back-Office Application Shopping
Learn about new contact center and back office technology for 2013.
Social Media Belongs in the Contact Center
Social Media Belongs in the Contact Center
Using Social Media for Customer Service – Best Practices for Doing it Right
Using Social Media for Customer Service Best Practices for Doing it Right
Consistent Multi-Channel Support is a Strategic Imperative
Consistent Multi-Channel Support is a Strategic Imperative
Should Service Be Stratified Based on Customer Value?
Should Service Be Stratified Based on Customer Value?
Delivering Great Service Is Harder Than It Looks
Delivering Great Service Is Harder Than It Looks
Customer Service Initiatives for 2011
Customer Service Initiatives for 2011
Closing the Gap between Marketing and Customer Service
Closing the Gap between Marketing and Customer Service
Contact Center Innovation: What to Expect in 2010
Contact Center Innovation: What to Expect in 2010
Will Customer Service Be Another Casualty of the Recession?
Will Customer Service Be Another Casualty of the Recession?
Seven Trends Driving Contact Center Innovation
Seven Trends Driving Contact Center Innovation