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Thought Leadership Articles

4 Tips to Get Value From Contact Center Quality Scores

I have two scenarios for you regarding contact center quality assurance. In the first, imagine a manager or supervisor listening to a phone call...

3 Reasons Why AI and Big Data Will Fuel The Customer Experience in 2019...

Across industries, Big Data and Artificial Intelligence (AI) have proven to be powerful tools when it comes to informing companies about their target customers....

Three Attributes of Best-in-Class Customer Listening

Do you have a ‘listening’ culture that’s prevalent across your business not just in a research, marketing or sales functions? According to Confirmit, less than...

5 Ways to Get Your Outsourcers To Love Your Customers as Much as You...

Today somewhere between 30-40% of sales, collections customer care, and technical support services are provided by third-party outsourcers, also called business process outsourcing or...

Think Tank Discussions

Is it possible to compete with Amazon and win?

For businesses everywhere, this is becoming an increasingly relevant question. Not long ago most business could just ignore Amazon and say to themselves that’s fine for them in retail they are not operating in our industry. Well, times are changing, a...

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