Strategy

Are You Ready for Digital Transformation?

August 1, 2017
Channels [Contact Center], Posts, Strategy, Technology & Applications

Reality Check: Will Customer Journey Analytics Be the Next CRM?

April 10, 2017
Customer Journey Analytics (CIA), Strategy

Top Ten Contact Center and Servicing Goals for 2017

March 15, 2017
Goals [Contact Center], Strategy

Great Customer Service Isn’t an Accident

December 11, 2016
Contact Center, Publications, Strategy

Outstanding Customer Experience Is Still Your Top Service Goal

December 11, 2016
Contact Center, Publications, Strategy

Buzzword Battle: Omnichannel Versus Multichannel

August 1, 2014
Contact Center, Omni-Channel Contact Center, Publications, Strategy

Transforming Your Contact Center Into an Essential Corporate Contributor

April 10, 2013
Back Office, Contact Center, Operations [Back Office], Publications, Social Media, Strategy

2013 Contact Center/Back-Office Application Shopping

January 30, 2013
Contact Center, Publications, Strategy, Technology & Applications

Social Media Belongs in the Contact Center

July 2, 2012
Contact Center, Publications, Social Media, Strategy