Top Menu

Navigation

Tag Archives | CX

Digital Transformation Roadmap for Contact Centers (whitepaper)

Continue Reading

Interaction Analytics: An Enterprise Vision and Practical Applications

Continue Reading

What contact center organizational structure is being used by enterprises to deliver an exceptional customer experience?

By on February 18, 2020 in Q&A
Question: What contact center organizational structure is being used by enterprises to deliver an exceptional customer experience? Answer: While there is no “one-size-fits-all” alignment, many successful companies now include a customer experience (CX) executive who manages all customer-facing operations either directly or indirectly. To underscore the importance of this position, it typically reports directly to [...]
Continue Reading

A Channel is a Channel

By on November 7, 2019 in Channels [Contact Center], Newsletter, Omni-Channel Contact Center, Servicing Applications, Technology
A Channel is a Channel Headlines shout the power and benefits of the newest “servicing” channels – one day it is social media and the next it is chat. In fact, no single channel is more important than another. What matters is that customers, prospects, partners, and everyone else receives a response in their channel [...]
Continue Reading

Analytics-Enabled Quality Management Improves CX, Agent Engagement and Bottom Line (whitepaper)

Continue Reading